CGI Technologies and Solutions, Inc. IT Service Desk Technician in Colorado Springs, Colorado

IT Service Desk Technician

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Category:Information Technology

City:Colorado Springs, Colorado, United States

Position ID:J0216-2090

Employment Type:Full Time

Position Description:

Position Summary:

CGI seeks highly skilled IT Service Desk (Help Desk) Support Professionals to work with our Colorado Springs, CO team. Member will serve as the Single Point of Contact (SPOC) and first responder to customer IT-related incidents in a timely and expedient manner. The SPOC support staff is for, but not limited to, providing technical assistance and support related to computer systems, hardware, or software; responding to queries, runs diagnostic programs, isolates problem, and determining and implementing solutions to IT-related incidents (Incident Management), or escalating to Problem Management resolution. The SPOC support strives to achieve restoration of normal service operation as quickly as possible and minimize any adverse impacts to the customer mission and business operations.

Principle Duties & Responsibilities:

• Quickly and efficiently respond to all forms of IT-related trouble inquiries and detect/record the details fo the incident.

• Classify, identify known errors/problems and provide initial support.

• Investigates and conducts diagnostics of the incident and determine work-around solutions or escalation support.

• Resolve, recover and collaborate with the affected user.

• Support IT service activities to include, but not limited to, installing, modifying, and repairing computer hardware and software; technology refresh; move-add-change; diagnostic programs to resolve problems; install computer peripherals for users; and resolution of technical problems with LAN/WAN and other systems.

• Follow-up with customers to ensure issue has been resolved.

• Gain feedback from customers about computer usage.

• Run reports to determine malfunctions that continue to occur.

• Provide user training.

• Other duties as required by management.

Required Knowledge, Skills, & Abilities:

• Minimum 2 years progressive experience in a customer service support environment providing IT-related services.

• Experience troubleshooting Windows products (i.e. Windows 7, Excel, Outlook…)

• Excellent written and verbal communication skills.

• Experience in dealing with difficult interpersonal situations regarding support issues.

• Possess analytical thought process to resolving complicated technical issues.

• Demonstrated excellent team player.

• Ability to own the problem from identification through restoration.

• Practical experience in implementing services within the ITIL framework.

• Knowledge and experience with VMware virtualization products to optimize and mage IT resources for servers, desktop, applications and infrastructure.

• Working knowledge of Help Desk trouble ticket systems and Trusted Thin Client (TTC) software for account management.

• ITIL v3 Foundation or other ITIL discipline

• CSWF IAT 2 certification IAW DOD 8570.01-M

Additional Requirement:

• Must possess Secret clearance at a minimum

Desired Knowledge, Skills, & Abilities:

• AA or AS degree in Computer Science or related field.

• MCSE or similar certification

• A+, Network+, Server+, and VMware certifications a plus.

• Knowledge and experience in implementing and delivering services within the IT Service Management (ITSM) framework

What you can expect from us:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

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 depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. 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.


  • Communication (Oral/Written)

  • Detail-oriented

  • Help Desk/IT Services

  • ITIL

  • LAN

  • WAN

  • Windows

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In the US, CGI is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, ancestry, color, sex, religion, age, national origin, citizenship status, disability, protected veteran status, marital status, sexual orientation or perceived sexual orientation, gender identity, familial status, political affiliation, or any other classification protected by state or federal law.

CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here at to access our US EEO/Affirmative action policy.

Applicants have rights under Federal Employment Laws:

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  2. FMLA at

  3. Consolidated EEO Is The Law at

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