Remote Support Engineer, Junior

Category: Service Desk / End User Services

Main location: United States, Virginia, Arlington

Position ID:J0925-0625

Employment Type: Full Time

Position Description:

CGI Federal has an exciting opportunity for a Remote Support Engineer within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities.

The Remote Support Engineer provides technical assistance to customers and internal users, resolving issues related to hardware, software, and systems, all from a remote location. They troubleshoot problems, guide users through solutions, and ensure a positive customer experience, often utilizing phone, email, and chat. Their responsibilities include resolving technical issues, documenting solutions, and escalating complex problems when necessary.

This position is located in USA VA Arlington, and is 100% onsite.

Your future duties and responsibilities:
• Troubleshooting & Problem Solving: Diagnosing and resolving technical issues related to software, hardware, and systems.
• Customer Interaction: Interacting with customers (and potentially internal users) via phone, email, chat, or video conferencing to understand and resolve their issues.
• Guidance & Support: Providing step-by-step instructions and guidance to users to resolve technical problems.
• Documentation & Knowledge Sharing: Creating and maintaining documentation, knowledge base articles, and FAQs to help users and internal teams.
• Escalation: Identifying and escalating complex or unresolved issues to the appropriate internal teams.
• Communication: Clearly communicating technical information to both technical and non-technical users.
• Product Knowledge: Developing a strong understanding of the products or services they support.
• Collaboration: Working with other teams (e.g., engineering, product) to resolve issues and improve products.
• Process Improvement: Contributing to the improvement of support processes and workflows.

Required qualifications to be successful in this role:
• Education and/or Experience: Bachelor's degree and/or 2 to 5 years of experience
• Security Clearance: TS/SCI with CI Poly
• Technical Skills: Strong troubleshooting skills, understanding of computer hardware and software, networking basics, and potentially specific software or systems related to the role.
• Communication Skills: Excellent written and verbal communication skills to effectively interact with users and document solutions.
• Customer Service Skills: Patience, empathy, and the ability to build rapport with users.
• Problem-Solving Skills: Ability to analyze problems, identify solutions, and guide users through the resolution process.
• Organization & Time Management: Ability to manage multiple tasks and prioritize issues effectively.

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 $100,000.00 - $150000.00.

CGI Federal's benefits are offered to eligible professionals on their first day of employment to 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

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