Help Desk Support Specialist



  Full Time   Employee   Contractor

District of Columbia
United States

Help Desk Support Specialist

Position Description
The Help Desk Team is the Single Point of Contact (SPOC) for incident management and handles all events, issues, or problems related to the client application we support. The Help Desk Specialist will gather the end users information to determine the primary issue by analyzing the symptoms and figuring out the underlying problem. The Help Desk Specialist will identify what the end user is trying to accomplish thus avoiding solving symptoms instead of the problem. Your future duties and responsibilities
Under general supervision provide first and/or second level application problem resolution to end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; via telephone and email. Assist end users with login support, password resets, troubleshooting general error messages and support navigating through the application. Answer general questions on application content. Escalate trouble tickets as needed. Properly note, categorize and log tickets. Support ad hoc requests as needed. Required qualifications to be successful in this role
? Bachelor?s Degree and 2 years of experience working in a fast past call center environment (additional experience may be substituted in lieu of education)
? 1 year minimum experience working within a technical support or helpdesk role
? Be available to work a standard shift between the hours of 6am CST ? 7pm CST
? Knowledge of desktop operating systems, various software applications, and basic hardware for PC, Internet technologies, and products
? Must be able to sit for prolonged periods of time in front of a computer
? Problem-solving skills and patience to instruct callers on the steps to take to resolve their technical problems
? Must have the ability to listen and ask questions to identify the root cause of the callers issue
? Strong knowledge of Microsoft OS
? The ability to work both independently and with a team
? Excellent communication skills. Ability to effectively communicate both verbally and written with customers, team members, and management
? Call Center experience or equivalent experience in managing a high call volume within an office environment required
? Excellent customer service skills that incorporate courteous call etiquette and professionalism
? Ability to work in a fast-pace environment and adapt quickly to changes in processes and procedures

Experience or knowledge of any or all of the software packages listed:
? AutoInvestigations for Lotus Notes
? AutoAudit for Lotus Notes
? AutoAudit for Windows
? SharePoint
? Microsoft CRM Dynamics
? Legal Service Desk/Hotline 2.0
? IT Customer Service Center
? ServiceNow IT Service Manager

? Certificate or graduation from a technology based institution focusing on computer systems, electronics and/or IP technologies preferred
At CGI, we?re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI?s legal duty to furnish information.

  • Help Desk/IT Services

To apply for this job, contact:
Human Resources

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