**Tier 1 Helpdesk Lead and Analyst** **Category:** Service Desk / End User Services **Main location:** United States, District of Columbia, Lebanon **Position ID:** J0725-1950 **Employment Type:** Full Time U.S. - CGI Federal - Making a real impact (https://youtu.be/y4AK0T6WsQ8) By playing this video you consent to Google/YouTube processing your data and using cookies –Learn more (xweb.asp?clid=21001&page=cookiespolicy#integrationofyoutube) . **Position Description:** CGI Federal is seeking a business analyst to join a growing and dynamic program to lead a client-facing Momentum Tier 1 Help Desk as well as providing help desk support. In this role, you will monitor, support, and manage all help desk activities, ensuring seamless operations and prompt responses to customer reports. You will also be a member of the help desk team, answering user questions and requests along with others on the help desk. This is a great opportunity to expand your skillset in areas of leadership, client engagement, business and data analytics, and functional government finance and accounting services. Join us to make a significant impact by enhancing our helpdesk services and ensuring optimal performance across help desk operations. This position is located in our Lebanon, VA office; however, a hybrid working model is acceptable. **Your future duties and responsibilities:** • Lead a team of 2 skilled and focused team members to assist end-users. • Generate and deliver monthly Service Level Agreement Reports to the client. • Report Helpdesk status to management team. • Ensure smooth coordination of help desk tickets in line with our Service Level Agreements. • Coordinate employee leave time with working calendar and ensure additional coverage is scheduled to maintain Service Level Agreements. • Lead internal meetings, assisting management with implementing procedure changes, and promoting individual member growth. • Maintain, update and expand the Helpdesk procedures and help pages. • Identify and implement process improvements. • Communicate effectively with the Momentum Tier 2 team, ensuring smooth handoffs of issues from Tier 1 to Tier 2. • Act as a member of the Tier 1 Help Desk, providing end-user support. • Anticipated split between the helpdesk lead role and providing end-user support is estimated to be 25%/75%. **Required qualifications to be successful in this role:** • At least 3 years of Momentum experience, demonstrating strong customer service and leadership. • Understanding of and familiarity with Momentum practices and principles. • Strong analytical thinking and problem-solving skills, with a passion for researching, developing, articulating, and documenting solutions to process and system challenges. • Experience building positive relationships and delivering exceptional service to the clients. • Exceptional written, oral communication, and presentation skills. Ability to effectively communicate and engage with senior-level management and clients. • Experience with setting priorities and meeting deadlines. • Ability to collaborate in a team environment to resolve issues and deliver solutions. • Ability to manage a team and individual members. Encouraging team collaboration and promoting learning. • Experience in training and user support. • Ability to develop training materials and documentation. Desired qualifications/non-essential skills required: • Experience with SQL • Experience working with U.S. Federal Legislative Branch Agencies 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 $57,100.00 - $121,900.00. 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 \#CGIFederalJob \#LI-DD1 **Skills:** + Analytical Thinking + Detail-oriented + English **What you can expect from us:** **Together, as owners, let’s turn meaningful insights into action.** Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. Come join our team—one of the largest IT and business consulting services firms in the world. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. **Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.** We make it easy to translate military experience and skills! Clickhere (https://cgi-veterans.jobs/) to be directed to our site that is dedicated to veterans and transitioning service members. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.