Help Desk Analyst

Help Desk Analyst - U.S. Citizenship Required Category: Cyber Security Main location: United States, Virginia, Fairfax Alternate Location(s): United States, Louisiana, Lafayette Position ID: J0726-1256 Employment Type: Full Time U.S. - CGI Federal roles - Keeping Americans safe Position Description: CGI has an exciting opportunity for a Help Desk & Change Management Analyst to support a cloud‑based shared services solution delivering cybersecurity capabilities to more than 65 government agencies. This role offers the chance to work in a fast‑paced environment, support a diverse customer base, and collaborate closely with cross‑functional teams. The analyst will manage a wide range of user inquiries, support incident, request, change, and configuration workflows, and help ensure a high‑quality support experience. This position is located in one of CGI Federal's offices in Fairfax, VA or Lafayette, LA; however, a hybrid working model is acceptable. You will be required to work in a CGI Federal office two days per week. Your future duties and responsibilities: Respond to end‑user inquiries—including calls, emails, and self‑service tickets—and resolve or elevate issues as needed. Create, update, and monitor ServiceNow tickets. Use Knowledge Base articles to research, analyze, and resolve customer requests. Complete documentation, paperwork, and data entry required for support activities. Produce routine ServiceNow reports for internal and external stakeholders. Contribute to new Knowledge Base content and related documentation. Support change and configuration management processes. Collaborate with cross‑functional teams to ensure efficient issue resolution and ongoing service improvement. Required qualifications to be successful in this role: U.S. citizenship is required, and a CGI background check must be passed. Ability to obtain and maintain a DHS/CISA EOD/Public Trust clearance is required. Strong interpersonal skills and a customer‑focused mindset. Clear and effective verbal and written communication skills. Ability to collaborate successfully across teams. Experience supporting an IT service desk or help desk environment. Desired qualifications: Additional experience in an IT service/help desk setting. Experience supporting shared‑service or enterprise‑scale applications. Familiarity with cybersecurity tools and terminology. Exposure to ServiceNow or similar ITSM platforms. Understanding of change and configuration management practices. Bachelor’s degree or equivalent experience. 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 $79,600.00 – $194,000.00. CGI Federal's benefits are offered to eligible professionals on their first day of employment and 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 Skills: Incident Management Service Desk Change Management (T1) Cyber Problem Management What you can expect from us: 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 click.appcast.io . 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. We make it easy to translate military experience and skills! Clickhere ( to be directed to our site that is dedicated to veterans and transitioning service members. 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. #J-18808-Ljbffr