Mid-Level Helpdesk Specialist

Mid-Level Helpdesk Specialist

Position Description
CGI Federal is seeking a Mid-Level Helpdesk Specialist to provide technical support, troubleshooting, ticket resolution, and end-user assistance across a major federal modernization program. This role ensures stable operations for users interacting with cloud-based systems, applications, data platforms, and mission services. The Helpdesk Specialist works closely with engineering, cloud, security, and operations teams to maintain a responsive, high-quality support environment for all program stakeholders.

Your future duties and responsibilities
User Support & Troubleshooting

· Provide technical assistance for hardware, software, applications, and user access issues

· Diagnose, track, and resolve trouble tickets and service requests

· Support end-users with account setup, permissions, configuration, and system navigation

· Ensure timely escalation of complex issues to senior engineers or system owners

Systems & Application Support

· Assist users with cloud-based applications, data tools, and mission systems

· Troubleshoot connectivity, performance, authentication, and configuration problems

· Support operational readiness for releases, updates, and system changes

· Document recurring issues and contribute to continuous improvement efforts

Ticketing & Documentation

· Maintain accurate ticket records, work logs, and resolution documentation

· Track support metrics, response times, and issue trends

· Update knowledge-base articles, SOPs, and support guides

· Ensure support documentation meets program standards

Collaboration & Communication

· Work closely with engineering, cloud, security, QA, and operations teams to resolve cross-functional issues

· Participate in team stand-ups, sprint support activities, and workflow coordination

· Provide clear communication to users regarding issue status and resolution steps

· Support onboarding processes for new team members and user groups

Required qualifications to be successful in this role
· Must have an Active Top Secret Security Clearance

· U.S. Citizenship

· Bachelor’s degree and 3–5 years of professional experience in IT support or helpdesk operations

· Experience supporting enterprise applications, cloud environments, or mission-critical systems

· Strong troubleshooting skills, with ability to diagnose technical issues across multiple layers

· Familiarity with ticketing tools such as ServiceNow, JIRA, Remedy, or similar

· Excellent communication, customer service, and documentation skills

Preferred Qualifications

· Experience supporting federal programs or secure operational environments

· Understanding of cloud services, authentication systems, and network fundamentals

· Experience supporting Agile/DevSecOps development environments

· Certifications such as A+, Network+, Security+, or equivalent

Due to the nature of this government contract, US Citizenship is required.

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Together, as owners, let’s turn meaningful insights into action.

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.

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

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 or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

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 View email address on clients.njoyn.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.

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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. 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.