SERVICE DESK ANALYST

Position Description.
CGI Federal is seeking a Service Desk Analyst to join our team and be responsible for providing tiered levels of support for the PL AMIS Service Desk.
The role includes responding to general inquiries and specific questions concerning RF-ITV and related products or services, such as TC-AIMS.
The service desk support will be available 24/7 split into flexible shift schedule through live contact, e-mail, and web-chat.
The analyst will log all calls, offer triage services on first contact, provide warm handoff transfer capability, monitor service levels, and provide callback or escalation on open tickets.
The service desk will handle all tickets to closure and submit reports on the disposition made, with time taken for completion, to the PL AMIS program office.
This position can be located remotely anywhere in the U.
.
Your future duties and responsibilities.
- Respond to general inquiries and specific questions concerning RF-ITV and related products or services (e.
., TC-AIMS).
- Provide 24/7 service desk support through live contact, e-mail, and web-chat.
- Log all calls and offer triage services on first contact.
- Provide warm handoff transfer capability.
- Monitor service levels and provide callback or escalation on open tickets.
- Handle all tickets to closure and submit reports on the disposition made, with time taken for completion, to the PL AMIS program office.
- Use SBM Integrated Support System (ISS) for logging calls and tracking status through the life-cycle of the incident/problem management process.
- Support inquiries may originate from non-ITV areas (e.
., TRANSCOM, TC-AIMS, Write Node application owner, etc.).
Required qualifications to be successful in this role.
- Associates degree - 3 yrs experience in providing IT service desk support.
- US citizenship and a SECRET security clearance are required - Familiarity with RF-ITV and TC-AIMS systems.
- Strong problem-solving and communication skills.
- Ability to work in a 24/7 support environment.
Desired qualifications/non-essential skills required.
- Knowledge of SBM Integrated Support System (ISS) is a plus.
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 license 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.
.
is $.
CGI Federal anticipates accepting applications for this position through Jan .
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 Due to the nature of this government contract, US Citizenship is required.
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., please email the CGI U.
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All CGI offers of employment in the U.
.
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.