Helpdesk Agent Journeyman

Job description

**Helpdesk Agent - Journeyman**

**Category:** Service Desk / End User Services

**Main location:** United States, Virginia, Arlington

**Position ID:** J0925-0417

**Employment Type:** Full Time

**Position Description:**

CGI Federal has an exciting opportunity for a Helpdesk Agent within our Intel sector advancing the national security mission through cutting edge technology.

You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities.

The Helpdesk Agent provides technical assistance to individuals or organizations experiencing issues with computer hardware, software, or networks.

They diagnose and resolve problems, install and configure systems, and offer guidance to users.

Essentially, they bridge the gap between complex technology and everyday users, ensuring smooth and efficient computer operations.

CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission.

This position is located in Arlington, VA.

**Your future duties and responsibilities:**

• Troubleshooting and Problem Solving:
o Diagnosing issues: Analyzing computer problems to identify the root cause, whether it's hardware malfunctions, software glitches, or network connectivity problems.
o Providing solutions: Guiding users through troubleshooting steps, offering both verbal and written instructions, or remotely accessing their systems to resolve issues.
o Documenting issues: Recording details about the problems encountered and the solutions implemented for future reference and knowledge sharing.
• Technical Assistance and Support:
o Answering user inquiries: Responding to questions about computer usage, software applications, and hardware functionality through various channels like phone, email, or chat.
o Installing and configuring: Setting up new computer systems, software, and peripherals, ensuring they are properly connected and functioning correctly.
o Upgrading and maintaining: Performing updates to software and hardware, ensuring systems are up-to-date and secure.
o Training users: Educating users on how to effectively use computer systems and software, including best practices for security and maintenance.
• Other Responsibilities:
o Maintaining networks: Ensuring the smooth operation of local and wide area networks, troubleshooting network connectivity issues, and configuring network devices.
o Evaluating hardware and software: Assessing the performance and compatibility of new hardware and software, providing recommendations for improvements.
o Creating documentation: Developing user manuals, troubleshooting guides, and other resources to support users and enhance their understanding of computer systems.
o Working with other IT professionals: Collaborating with network administrators, system analysts, and other IT specialists to resolve complex issues and improve overall IT infrastructure.

**Required qualifications to be successful in this role:**

• Education and/or Experience: Bachelor’s degree and/or 2 to 5 years of experience
• Security Clearance: Must possess the ability to obtain and maintain a TS/SCI clearance with polygraph.

Candidates with an active TS/SCI and polygraph are highly desirable.
• Strong Communication and Collaboration Skills: Ability to effectively communicate with technical and non-technical stakeholders.
• Problem-Solving and Analytical Skills: Ability to identify and resolve complex security issues.

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role.

The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications.

To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role.

Compensation decisions are dependent on the facts and circumstances of each case.

A reasonable estimate of the current range for this role in the U.S. is $57,100.00 - $121,900.00.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs

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**Skills:**

+ English
+ Hardware Installation
+ Help Desk/IT Services

**What you can expect from us:**

**Together, as owners, let’s turn meaningful insights into action.**

Life at CGI is rooted in ownership, teamwork, respect and belonging.

Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life.

That’s why we call ourselves CGI Partners rather than employees.

We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value.

You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last.

You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities.

If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com .

You will need to reference the Position ID of the position in which you are interested.

Your message will be routed to the appropriate recruiter who will assist you.

**Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job.

Emails for any other reason or those that do not include a Position ID will not be returned.**

We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members.

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 dependent upon specific assignment and/or level of US government security clearance held.

Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check.

CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

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.

Required Skill Profession

Other General