Remote Support Technician, Journeyman

Category: Service Desk / End User Services

Main location: United States, Virginia, Arlington

Position ID:J0925-0626

Employment Type: Full Time

Position Description:

CGI Federal has an exciting opportunity for a Remote Support Technician 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 Technician provides technical assistance to users from a remote location, primarily through phone, email, or remote desktop software. They troubleshoot hardware and software issues, guide users through solutions, and perform system updates. Strong communication and problem-solving skills are essential, as is the ability to work independently and manage time effectively.

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

Your future duties and responsibilities:
• Troubleshooting: Diagnose and resolve technical issues related to hardware, software, networks, and system access remotely.
• Remote Assistance: Provide support via phone, email, chat, or remote desktop software.
• User Guidance: Guide users through troubleshooting steps and solutions, often using remote support tools.
• System Maintenance: Perform system updates, software installations, and other maintenance tasks remotely.
• Documentation: Maintain detailed records of issues, solutions, and user interactions.
• Collaboration: Work with other IT teams to resolve complex issues or escalate problems as needed.
• Knowledge Base Updates: Contribute to and maintain a knowledge base of common issues and solutions.

Required qualifications to be successful in this role:
• MUST live within a 50-mile radius of the Bollston area, Virginia
• Education and/or Experience: Bachelor's degree and/or 0 to 2 years of experience
• Security Clearance: TS/SCI with CI Poly
• Technical Skills: Strong knowledge of operating systems (Windows, macOS), networking concepts, and remote support tools (e.g., TeamViewer, LogMeIn, AnyDesk).
• Communication Skills: Excellent written and verbal communication skills, as well as strong interpersonal skills.
• Problem-Solving: Ability to analyze issues, identify root causes, and implement effective solutions.
• Self-Motivation and Time Management: Ability to work independently, manage time effectively, and prioritize tasks.
• Customer Service: Ability to provide excellent customer service and maintain positive relationships with users.
• Experience: Experience with cloud collaboration tools, VPNs, and endpoint management platforms is often preferred.

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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