Tier 2 Help Desk Specialist - Weekday Overnight

CGISan Antonio, United States

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Position Description :

We are seeking a dedicated and experienced Tier 2 Customer Service Representative to join our helpdesk team. The ideal candidate will provide expert-level support to our clients, resolving the most complex issues and ensuring a high level of customer satisfaction. This role requires advanced technical skills, excellent communication abilities, and a commitment to delivering exceptional service.

Shift Hours : M-F / 10 : 00 pm to 7 : 00 am

This position is located in our San Antonio, TX office; however, a hybrid working model is acceptable.

Your future duties and 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.

Required qualifications to be successful in this role :

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

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 $42,.00 - $76,.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 (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

CGIFederalJob

LI-CP6

Skills :

Call / Contact handling

Help Desk / IT Services

Local Problem Management

Process coordination

Customer Service & Support

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Help Desk Specialist • San Antonio, United States