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Desktop Support Technician



IT, Customer Service
Chicago, IL, USA
Posted on Thursday, May 25, 2023

Meet our professionals

CGI USA - Finding your fit

Position Description:

Do you thrive in a fast paced environment where you can apply your technical skills and experience to help support End Users to decrease downtime and increase productivity? CGI is looking for experienced individuals to join our team to help support a rapidly changing environment. If you enjoy providing a high caliber of customer service, are highly organized and have excellent communication skills we may be looking for you. You will be challenged through the complexity of the environment, new technology implementation projects as well as your daily operational tasks.

Your future duties and responsibilities:

This position will be responsible for daily operational duties as a Desktop Support Technician. Duties will include deployments of computers and computer peripherals. Troubleshooting and incident resolution of issues submitted by End Users both from a software and hardware perspective (including Operation Systems, Desktop Applications, Desktops, Laptops, Surface Pro Tablets, etc.) Assisting to troubleshoot and resolve issues with simple network, voice, server and meeting room related issues as a Smarthands resource.

· Perform installation of Desktop Software, Desktops, Laptops, Tablets - Surface Pros and
various peripherals
· Troubleshooting common issues with Desktop Software and Operating Systems
· Repair and replace components in warranty and non-warranty hardware (Desktops, Laptops,
Tablets - Surface Pros, Peripherals)
· Perform End User moves from various office locations including all computer related hardware and peripherals
· Assist with troubleshooting and resolution of issues with simple network, voice, server and meeting room related issues as a Smarthands resource (hands and feet)
· Coordinating work with Client and Third Party Vendors
· Management of Desktop Hardware Configuration Management Databases (updating location and asset information)
· On-Call / Standby relating to high priority Deskside, Network, Hosting incidents afterhours

Required qualifications to be successful in this role:

· Strong experience in Windows 7 and Windows 10 operating systems
· Strong experience troubleshooting and resolving issues with Desktop Hardware and
Peripherals (from manufacturers such as Hewlett-Packard, Dell, Microsoft, etc.)
· Experience in providing in-person and remote troubleshooting of Desktop Software
· Experience in providing Smarthands assistance in Network, Storage and Meeting Room
· Support Services to assist teams as hands and feet for devices such as routers, switches,
wireless access points, meeting room equipment (speakers, microphones, televisions, touch
panels, etc.)

Professional Requirements:
· Strong customer service skills is a must both in-person and over the phone
· Strong team work ethics is required for success of this role
· Highly organized with strong time management skills
· Strong ticket management abilities
· Thought leadership surrounding issues and observations in the environment
· Initiative, autonomy and a strong sense of urgency

Preferred Requirements:
· Knowledge of ITIL is an asset
· Network, Storage and Meeting Room Support experience and certification is an asset
· A+ Certification is an asset

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 and training; and licensure and certifications. 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 is $57,700-$100,900.

At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:
• Competitive base salaries
• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
• 401(k) Plan and Profit Participation for eligible members
• Generous holidays, vacation, and sick leave plans
• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more


  • Hardware Installation
  • MDM (Mobile Device Management)
  • Windows
  • Imaging

What you can expect from us:

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