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Senior Desktop Support Specialist Category: Service Desk / End User Services
Main location: United States, District of Columbia, Washington
Position ID:J1026-2267
Employment Type: Full Time
Position Description: CGI is seeking a Senior Desktop Support Specialist to provide onsite technology support within a fast paced, business critical trading floor environment. This role serves as the first point of contact for high profile and time sensitive users and is expected to independently resolve most desktop, device, application, printing, and connectivity issues.
The specialist will provide hands on support for Windows 11 desktops and laptops, Microsoft applications, browsers, printers, peripherals, iPads, MacBooks, Zscaler, and endpoint management tools. The position requires strong troubleshooting ability combined with excellent customer service, communication, and composure when supporting users where technology disruptions can have immediate business impact.
A strong emphasis is also placed on knowledge retention and documentation. The specialist should retain previously learned procedures, document new solutions, and consistently apply repeatable fixes so knowledge can be shared across the broader support team.
This position is required in one of the following locations: Washington, DC
Your future duties and responsibilities: . Provide hands on onsite support for Windows 11 desktops and laptops.
. Support Microsoft productivity applications and the broader Microsoft ecosystem.
. Troubleshoot PCs, printers, peripherals, browsers, connectivity, and basic network related issues.
. Support Microsoft Edge, Google Chrome, Zscaler, and related workplace technologies.
. Use SCCM, Microsoft Intune, or comparable endpoint management tools to support end user devices.
. Diagnose and resolve incidents quickly while minimizing disruption to trading floor users.
. Independently resolve the majority of incoming desktop support requests before escalation.
. Support iPads, MacBooks, macOS, and iPadOS devices as needed.
. Manage and document requests through ServiceNow, Jira, or comparable ticketing platforms.
. Coordinate with network, infrastructure, and application support teams when specialist escalation is required.
. Document newly learned procedures and repeatable solutions for use across the support team.
. Maintain strong knowledge retention and consistently execute recurring support activities.
. Create operational reports or documentation using Excel and PowerPoint as needed.
. Provide alternate shift and planned or urgent weekend support when required.
Required qualifications to be successful in this role: . 5+ years of desktop support experience
. Strong hands on Windows 11 desktop support experience.
. Strong experience supporting Microsoft productivity applications and the Microsoft ecosystem.
. Hands on troubleshooting of PC hardware, laptops, printers, peripherals, browsers, and connectivity issues.
. Solid understanding of basic network troubleshooting for end user connectivity problems.
. Experience with endpoint management platforms such as SCCM, Microsoft Intune, or comparable tools.
. Ability to independently diagnose and resolve most desktop support issues without unnecessary escalation.
. Strong customer service and communication skills, particularly when supporting high profile or time sensitive users.
. Ability to remain calm, responsive, and accurate in a high pressure support environment.
. Strong documentation and knowledge retention skills, including the ability to consistently repeat previously learned procedures.
. Ability to document new solutions and share knowledge with other support team members.
. Strong attention to detail, accountability, initiative, and adaptability.
. Willingness to work onsite and provide flexible shift or weekend coverage when needed.
Desired Skillset:
Preferred: Trading floor support, Bloomberg, Intex or similar market room applications, Zscaler, ServiceNow, Jira, macOS/iPadOS, Excel reporting, and PowerPoint documentation.
Educational Requirements:
Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field.
Other Information:
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 $76,900.00 $95,700.00.
CGI'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
Skills: - Communication
- Detail-oriented
- Windows
- Customer Service & Support
