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Computer Support Specialist

4 months ago

Kittery, United States CGI Full time

Position Description:

CGI is a team of business, strategy and technology professionals who bring operational experience and a value-driven methodology to help our clients make the best decision for their mission. CGI is seeking a Computer Support Specialist to support a Navy organization responsible for providing integrated logistics, engineering, information technology expertise, and a range of products and services to all facets of the Navy's worldwide logistics support structure.

The Computer Support Specialist will be responsible for supporting the IT Manager through helpdesk support at various levels but, primarily tiers 1 and 2 support, working with non-technical end-users to obtain technical independence and ensure their ability to perform in a mission-driven organization.

Your future duties and responsibilities:

• Self-assign, Update, Status, Escalate, and Resolve incidents for self and team.
• Capture details of actions performed on all incidents through active listening and asking questions.
• Follow up on un-resolved team member incidents for completion and close/merge these incidents.
• Create and deliver reports on help desk incidents, license assignment, Active/Disabled accounts, and metrics of interest.
• Update and maintain employee group memberships e.g., (O Groups, Distribution List Membership, Azure AD Single Sign on Groups, Microsoft Multifactor Authentication).
• Provision/Troubleshoot/Remediate/Deliver/Maintenance (computing hardware, software, employee accounts and workspaces) following operating procedures and checklists.
• Meet with new employees in person and virtually on respective first day of employment for onboarding and IT equipment/procedure acclimation.
• Provide reassurance to end users and team members when delivering solutions and diagnosing problems.
• Analyze historical ticket information to determine areas of focus to possibly automate the resolution.
• Support Cape Fox technical initiatives regardless of physical location, provide in person and remote support.

Required qualifications to be successful in this role:

• Associate degree in information technology/Computer Science or equivalent relevant years of experience with some education.
• 2 – 3 Years of relevant experience.
• Communicate effectively (verbal and written) and clearly within the team and with all the stakeholders.
• Excellent analytical and problem-solving skills.
• Excellent oral and written communication skills.
• Excellent interpersonal skills to interact with team members, customers and support personnel.
• U.S. Citizenship is required.
• Clearance - Secret (IT-II) Required.

Desired Skills:
• Ability to report metrics such as: Help Desk Incidents, License Assignments, Active/Disabled Accounts e.g., M, and Active Directory.
• Self-motivated with minimal oversight.

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 $65, - $92,.

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Skills:

Customer Service & Support Active Directory Help Desk/IT Services License Management