Help Desk Analyst - U.S. Citizenship Required

Help Desk Analyst - U.S. Citizenship Required Category Cyber Security City Fairfax, Virginia, United States Job 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 US citizenship required and successful passing of CGI background check prior to beginning work. Ability to obtain and maintain a DHS/CISA EOD/Public Trust clearance. 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. Benefits CGI Federal's benefits are offered to eligible professionals on their first day of employment to include: Competitive compensation, ranging from $79,600.00 to $194,000.00. 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 Equal Employment Opportunity and Disability Accommodations 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. We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. Background Check 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. Compensation Disclosure 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 CGI Njoyn