Helpdesk Specialist Information

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CGI Group Inc.

At CGI, we're committed to helping all of our stakeholders succeed. Our 31,000 professionals in 125 offices worldwide provide end-to-end IT and business process services that facilitate the ongoing evolution of our clients' businesses. CGI is committed to helping our clients achieve their business goals; to providing our professionals with rewarding careers; and to offer Read More

Address	Birmingham 2200 Riverchase Center, Suite 680 Birmingham, AL 35244
Website	www.cgi.com/
Holding	No Holding Details

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Helpdesk Specialist

Position Description:

The successful candidate will join the Information Technology Department as a member of the CGI Federal Help Desk team, reporting to the Help Desk Supervisor. The CGI Federal Help Desk is responsible for end-user support including client-side hardware, software, and peripherals. The candidate will work as part of the support team to coordinate the documentation and resolution of end-user requests from employees located at CGI Federal sites as well as those located at customer sites.

Responsibilities:

•Provide timely and effective phone support (to all locations) and desktop support as appropriate.

•Assist users in identifying and resolving OS and application related problems.

•Install, upgrade and troubleshoot computer hardware and level 1 and 2 software.

•Install and configure level 2 software applications for new user PCs using the established standards and procedural documentation.

•Consistently and accurately track, update, and close assigned support requests using IT’s call-tracking software.

•Work within established inventory processes to ensure accurate and efficient inventory management for desktops, laptops, printers, scanners and all other client-side technology.

•Coordinate closely with the IT Asset Management Specialist to ensure accurate shipping, tracking, receiving and documenting of software and hardware.

•Perform other duties as assigned by the Help Desk Supervisor and other IT Operations Management in support of the customer.

•Support client hardware/software upgrades and migrations as directed by the IT Operations Director.

Required Skills and Experience:
•Four-year college degree preferred, HS Required.

•A minimum of 4 years in an IT support position (technical help desk/support center, end-user training, etc.) with at least 2 years in a formal help desk organization.

•Excellent oral and written communication skills.

•Excellent listening and troubleshooting skills.

•A commitment to consistently providing superior customer service.

•Ability to multi-task and prioritize work in an organized and efficient manner with minimal supervision.

•A thorough understanding of PC hardware and OS architecture.

•Proficiency using and supporting Microsoft Office products.

•Experience using various types of remote control and call-tracking support tools.

•Ability to work successfully in a team environment.

•Must be able to successfully complete/pass a CGI background check to start employment.

Certifications:
•A+, MCDST, and/or MOS certifications (1 or more required).

Additional Requirements:
•Must possess a clear and articulate speaking voice and have excellent hearing, as 50-75% of support work will be done over the phone.

•Flexibility to work overtime and on weekends in support of special projects and rollouts.

•The ability to lift a minimum of 40lbs, which will be required for moving various types of hardware (laptops, desktops, monitors, etc.

•Willingness to travel as much as 10% of the time in support of rollouts and other projects at various CGI Federal sites.

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 professionals located in 125 offices worldwide. 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.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	+1 205-403-8450	Contact Name:	not provided
Job Duration:	not provided	Phone:	+1 205-403-8400
Email:	not provided