Help Desk Specialist

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.
As a Help Desk Specialist, you will:

• Review respond to and resolve 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 troubleshoot and fully document service requests that cannot be resolved on the first call in the ServiceNow system. The call will then be escalated to a tenured IT Support Specialist or a Subject Matter Expert.
• Receives, document, 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.

Required Qualifications:

• Technology related Bachelor's degree or at least 2 years of demonstrated experience providing end user support ina professional environment.
• Minimum of 2 years of relevant experience.
• Ability to obtain Security clearance.
• Skill in the use of computers, networks, Microsoft Office Suite, Microsoft Windows.
• Experienced with WebEx platform.
• Experienced with the use of ServiceNow.
• Experienced with basic SharePoint skills.
• Able to communicate clearly and effectively with customers in person, by email, or via phone.
• Able to acquire skills in specialized software applications that are used throughout FCA.
• Demonstrated 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 |www.capgemini.com
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 accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
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.
Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $45-$50K.
This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor 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 the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)