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Position Description

Do you thrive in a fast-paced environment where you can apply your technical skills and experience to help support End Users to decrease downtime and increase productivity? CGI is looking for experienced individuals to join our team to help support a rapidly changing environment. If you enjoy providing a high caliber of customer service, are highly organized and have excellent communication skills, we may be looking for you. You will be challenged through the complexity of the environment, new technology implementation projects, as well as your daily operational tasks.

Your future duties and responsibilities

This position will be responsible for daily operational duties as a Desktop Support Technician. Duties will include deployments of computers and computer peripherals. Troubleshooting and incident resolution of issues submitted by End Users both from a software and hardware perspective (including Operating Systems, Desktop Applications, Desktops, Laptops, Surface Pro Tablets, etc.) Assisting to troubleshoot and resolve issues with simple network, voice, server, and meeting room related issues as a Smarthands resource.

• Perform installation of Desktop Software, Desktops, Laptops, Tablets - Surface Pros and various peripherals
• Troubleshooting common issues with Desktop Software and Operating Systems
• Repair and replace components in warranty and non-warranty hardware (Desktops, Laptops, Tablets - Surface Pros, Peripherals)
• Perform End User moves from various office locations including all computer related hardware and peripherals
• Assist with troubleshooting and resolution of issues with simple network, voice, server, and meeting room related issues as a Smarthands resource (hands and feet)
• Coordination with Client and Third-Party Vendors
• Management of Desktop Hardware Configuration Management Databases (updating location and asset information)
• On-Call / Standby relating to high priority Deskside, Network, Hosting incidents afterhours

Required Qualifications To Be Successful In This Role

• Strong experience with Windows operating systems (7, 10, 11).
• Strong experience troubleshooting and resolving issues with desktop hardware and peripherals from manufacturers such as Hewlett-Packard, Dell, and Microsoft.
• Experience in providing in-person and remote troubleshooting of desktop software.
• Experience providing Smarthands assistance in network, storage, and meeting room support services.
• Knowledge in handling devices like routers, switches, wireless access points, and meeting room equipment (speakers, microphones, televisions, touch panels, etc.).

Professional Requirements:

• An Associate's or bachelor's degree in computer science or a related field.
• Strong customer service skills, both in-person and over the phone.
• Strong teamwork ethics.
• Highly organized with strong time management skills.
• Strong ticket management abilities.
• Thought leadership regarding issues and observations in the environment.
• Initiative, autonomy, and a strong sense of urgency.
• Proven experience as a Desktop Support Technician. (3+ years)
• Excellent knowledge of hardware, software, and computer networks.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Excellent communication and customer service skills, dealing with all levels within an organization.
• Knowledge of scripting and automation tools (preferred).

Preferred Requirements:

• Knowledge of ITIL is an asset.
• Network, Storage, and Meeting Room Support experience and certification are an asset.
• A+ Certification is an asset.

Life at CGI is rooted in ownership, teamwork, respect, and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

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.

Come join our team—one of the largest IT and business consulting services firms in the world.