Help Desk Technician

Job description

Job Description

Help Desk Technician

Position Description
CGI is looking for help desk support technicians to support a large Northeast client. In this role you will be required to investigate and troubleshoot software support problems and apply understanding of computer software, hardware products, and services to resolve problems of users.

This role requires an even temperament, diligence and tenacity to resolve issues, good communications, and capability to work as a team or individual, and the ability to close issues quickly and effectively. The proven ability to troubleshoot, track, document, and potentially escalate to the appropriate resource is required. Ability to clearly communicate technical solutions in a user-friendly, professional manner and provides one-on-one end-user training as needed. You will works on special projects and performs other duties as required. Your future duties and responsibilities
• Assist in the research, setup, and testing of new software releases
• Track and route problems, requests, and document resolutions
• Assist in the administration of web logins and passwords.
• Stay current with system information, changes and updates
• Thoroughly document issues and resolutions in knowledgebase of call tracking system
• Redirect problems to appropriate resource
• Identify and escalate situations requiring urgent attention
• Enter/resolve tickets in our call tracking systems
• Respond to queries either in person or over the phone
• Respond to email messages from customers seeking help
• Follow up with customers to ensure issue have been resolved
• Ensure that tickets are resolved within SLA guidelines Required qualifications to be successful in this role
• Positive Attitude and good communicator
• Fast learning skills and adaptability
• Problem analysis and problem solving
• Customer service orientation
• Attention to detail with the ability to manage large amount of information intake
• Stress tolerance
• Minimum one year prior experience working in a Help Desk or Desktop environment
• Knowledge and experience of customer service practices
• Must be able to sit for prolonged periods of time in front of a computer.
• Knowledge of ServiceDesk Plus would be advantageous

Education:
• Associates degree or technical school desired, can be substituted with experience 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 www.cgi.com.

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.

Skills

·  Communication (Oral/Written)

Reference

539182