CGI Technologies and Solutions, Inc. Help Desk/Support Specialist in Reston, Virginia

Help Desk/Support Specialist

CGI-experience the commitment

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Category:Information Technology

City:Reston, Virginia, United States

Position ID:J0916-0463

Employment Type:Full Time

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CGI: A company committed to clients

Position Description:

CGI Federal is seeking a Help Desk/Support Specialist to join our project team in Fairfax, VA. AN ACTIVE TS/SCI + Full Scope Poly IS REQUIRED FOR THIS POSITION.

Your future duties and responsibilities:

Your future duties and responsibilities

Occupational Description

Responsible for recording incidents and providing support to the users. Provides a total customer support service as a single point of contact for all issues relating to IT services. Provides technical assistance to computer system users, including the use of computer software. Maintains a service perspective including an understanding of relationships, dependencies and requirements of hardware and software components and the organizations that support them. Answers questions or resolves computer problems for clients in person, via telephone or from remote location.


• Test programs or databases, correct errors and make necessary modifications.

• Plan, coordinate and implement security measures to safeguard information in computer files against accidental or unauthorized damage, modification or disclosure.

• Train users and answer questions.

• Review workflow charts developed by programmer analyst to understand tasks computer will perform, such as updating records.

• Revise company definition of data as defined in data dictionary.

• Answer users' inquiries regarding computer software and hardware operation to resolve problems, including requirements originating from a field location.

• Enter commands and observe system functioning to verify correct operations and detect errors.

• Oversee the daily performance of computer systems.

• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.

• Update and communicate with users about problem progress.

• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

• Monitor events and perform corrective actions according to documentation.

• Escalate incident reports to required groups and monitor as defined in SLA.

• Coordinate deployment of workstation software, communications services and equipment, server replacements and upgrades, and other IT.

• Participate in the deployment of applications and hardware impacting the current and proposed IT tools.

Required qualifications to be successful in this role:

Required qualifications to be successful in this role

Knowledge, Skills and Abilities

• Customer Service - Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Speaking - Talking to others to convey information effectively.

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

• Coordination - Adjusting actions in relation to others' actions.

• Instructing - Teaching others how to do something.

• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

Position requires US citizenship, a security clearance is required.

What you can expect from us:

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.

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In the US, CGI is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, ancestry, color, sex, religion, age, national origin, citizenship status, disability, protected veteran status, marital status, sexual orientation or perceived sexual orientation, gender identity, familial status, political affiliation, or any other classification protected by state or federal law.

CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here at to access our US EEO/Affirmative action policy.

Applicants have rights under Federal Employment Laws:

  1. EPPA at

  2. FMLA at

  3. Consolidated EEO Is The Law at

If you need an accommodation in order to complete the application process, click here at .

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