IT and Depot Support Technician

IT and Depot Support TechnicianCategory: Service Desk / End User ServicesMain location: United States, Virginia, LebanonPosition ID: J0224-0119Employment Type: Full TimeMeet our professionalsU.S. - What we do mattersPosition Description:Be part of building one of the largest independent technology and business services firms in the world. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities. Join our team of professionals in our Lebanon VA office where you will be part of the team that ensures that CGI members and clients across the US have the technology, they need to complete their work. In this role, you will be supporting internal end users and external clients on a day-to-day basis by troubleshooting incoming support contacts through phone & email, imaging and deploying workstations, as well as tracking and managing hardware assets. Additionally, this individual will process the quarterly Hardware Asset Disposal Process. This requires the candidate to scan all disposal hardware, create the proper disposal documentation and work closely with the Asset management team and disposal vendor to ensure proper disposal of CGI assets. The candidate is expected to participate in continuous process improvement as well as use their experience to enhance CGI’s ability to offer exceptional customer support.This role must be located in Lebanon, VA.Your future duties and responsibilities: Primary areas of responsibility: This role supports incoming phone calls in a typical Service Desk environment. Candidates will be taking incoming phone calls from internal and external customers during an 8-10 hour shift / hours. The US Service Desk is a 24x7 working environment and shifts can include evenings, nights and weekends. This position will scan all disposal hardware, create the proper disposal documentation, and work closely with the Asset management team and disposal vendor to ensure proper disposal of CGI assets. Track, support, and monitor IT support requests to full resolution in a timely manner Act as the first line of support for end users by taking incoming phone calls, emails and chat The candidate will be responsible for resolving any issues with end user equipment and systems, which may involve dealing with vendors, end-users, other CGI support groups, and corporate management The position will require a pro-active approach including recommendations for improvements where necessary and reasonableRequired qualifications to be successful in this role: Minimum 1-3 years of experience working in an IT support role or Call Center environment Knowledge of desktop operating systems, various software applications, hardware, networking and, internet technologies Exceptional attention to detail is required Pro-active/self-starter – must be able to work independently and in a team environment Experience documenting technical information into a knowledgebase and/or process documentation Ability to effectively communicate both verbally and written with customers, team members, and management Must be dedicated to the role: punctual, self-confident and completely dependable Fast learner with a passion for technology Must be able to successfully complete a government background investigation Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking Occasional physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 40 poundsSkill Set - Years of Experience - Proficiency LevelCustomer Service - 1+ years - IntroductionMicrosoft Excel - 1+ years - IntroductionIT Service Management tool (i.e Remedy, ServiceNow, Cherwell) - 1+ years - IntroductionMicrosoft Outlook - 1+ years - IntroductionAsset and Configuration Management - 1+ years - IntroductionWindows OS (7/10) - 1+ years - IntroductionMacintosh - 1+ years - IntroductionSCCM - 1+ years - IntroductionImage Management - 1+ years - IntroductionEnd-User Device Management - 1+ years - IntroductionEndpoint Security - 1+ years - IntroductionDESIRED QUALIFICATIONS/NON-ESSENTIAL SKILLS REQUIREDMinimum Education Required:Pursuing Undergraduate degree in IT desired or comparable experienceHands-on technical training in IT Associates DegreeHigh school or GED will be considered if the member has technical training and/or equivalent work experienceADDITIONAL INFORMATION OR COMMENTS Working in a team-oriented environment Work collaboratively across multiple teams to accomplish the goals of the business Activities are performed in an environmentally controlled office setting subject to extended periods of sitting, standing and walking Frequent physical demands may include stooping, bending, crawling under/around objects, reaching, lifting and pushing objects of varying weights up to 40 pounds“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 and 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 is $27,000 - $49,500.”At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include: Competitive base salaries Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category 401(k) Plan and Profit Participation for eligible members Generous holidays, vacation, and sick leave plans Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment; Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and moreCGI anticipates accepting applications for this position through March 2, 2024.#LI-BR1Skills:

Asset Management

Customer Service & Support

Remedy

Security Administration

Windows

What you can expect from us:Insights you can act onWhile technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.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, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.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 USEmploymentCompliance@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. 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.