CGI · 1 month ago
Tier 2 Help Desk Specialist - Part-Time (Weekend Night Shift)
United States
Full-time, Part-time
Remote
Mid Level
$43K/yr - $77K/yr
4+ years expCGI is a leading IT and business consulting services firm, and they are seeking a dedicated Tier 2 Help Desk Specialist to join their helpdesk team. This role involves providing expert-level support to clients, troubleshooting complex issues, and ensuring high customer satisfaction.
Professional ServicesBig DataInformation TechnologyBusiness DevelopmentBusiness Intelligence
No H1B
Security Clearance RequiredHiring Manager
Richa Tiwari
Responsibilities
Provide expert functional and technical support to clients via phone, email, and chat
Troubleshoot and resolve the most complex customer issues in a timely and efficient manner
Serve as the escalation point for unresolved issues from Tier 2 support or other teams
Document all customer interactions and issue resolutions in the helpdesk ticketing system
Collaborate with Tier 1 and Tier 2 support representatives to ensure seamless service delivery
Maintain up-to-date knowledge of company products, services, and support policies
Assist in the development and implementation of advanced support documentation and training materials
Participate in ongoing training and professional development opportunities
Participate in rotation to provide 24/7 support
Maintain the security and integrity of sensitive information as per client's needs
Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
Qualification
Required
High school diploma or equivalent; associate or bachelor's degree in a related field preferred
Minimum of 4 years of experience in a customer service or technical support role, with at least 2 years in a Tier 2 or higher position
Advanced technical troubleshooting skills and the ability to learn new technologies quickly
Excellent verbal and written communication skills
Ability to work independently and as part of a team
Strong organizational skills and attention to detail
Proficiency with helpdesk ticketing systems and customer relationship management (CRM) software – ServiceNow ITSM preferred
Experience with cloud infrastructure-based IT systems, with a preference for Google Cloud and Kubernetes
Experience with DevSecOps concepts and practices
Excellent troubleshooting and problem-solving skills
Strong communication and interpersonal skills
Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information
Benefits
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
Company
CGI
Insights you can act on. Founded in 1976, CGI is among the largest IT and business consulting services firms in the world.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Rick Davis
CTO - Vice President
Ben Rubin
Vice President, Chief Information Security Officer, North America Operations
Recent News
2026-06-07
2026-06-04
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