Job description:

Capgemini Government Solutions (CGS) LLC is seeking a highly motivated Help Desk Specialist to join our team in McLean, VA to support our government clients. The Help Desk Specialist is a multifaceted role that will be responsible for reviewing, responding to, and resolving IT support and service requests submitted via email, self-service, walk-in, instant message, or phone at first contact with the end-user. The candidate shall troubleshoot and fully document service requests that cannot be resolved on the first call in the ServiceNow system.

The successful candidate will have the opportunity to apply and grow their skillset in, work with a motivated and entrepreneurial team, engage with a wide range of stakeholders, and build CGS' capabilities.

Key responsibilities:

• Review responds to and resolves IT support and service requests submitted via email, self-service, walk-in, instant message or phone at first contact with the end-user. The contractor shall tackle and fully document service requests that cannot be resolved on the first call in the ServiceNow system. The call will then be raised to a tenured IT Support Specialist or a domain authority.
• Receives, documents, assigns, refers and processes all customer requests for services and information using the ServiceNow system. Follows incidents from start to finish.
• Provide support for conferences, training and other events including, but not limited to: setting up and taking down audio, video and other equipment as needed.
• Distribute and set up assets including laptops, docking stations, monitors, mobile devices and other IT equipment.
• Prepare associated documentation when required. Conduct one-on-one end-user training on devices and software based on established procedures. Add no more than 5-7 bullet points

Required Skills

• A technology-related bachelor's degree or at least two (2) years of demonstrated experience providing end user support in a professional environment
• Skill in the use of computers, networks, Microsoft Office Suite, Microsoft Windows
• Experienced with WebEx platform
• Experienced with the use of Atlassian Jira ticketing system or others
• Experienced with basic SharePoint skills
• Able to communicate clearly and efficiently with customers in person, by email, or via phone.
• Able to acquire skills in specialized software applications that are used throughout FCA.
• Demonstrable experience working as a part of a team

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of 22 billion.

Get The Future You Want

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

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Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.