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Knoxville Technology Council
Knoxville Technology Council

HelpDesk Tier 1



Posted on Thursday, May 4, 2023

Position Description:

We are looking for Help Desk Technicians to support a large client. A Help Desk Technician analyzes and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, or operating systems. Clearly communicates technical solutions in a user-friendly, professional manner and provides one-on-one end-user training as needed. Works on special projects and performs other duties as required.

Preferred location is Nationwide.

Your future duties and responsibilities:

• The Help Desk/ Hotline staff member (agent) responsibility is to respond to customer inquiries that are presented to them by incoming telephone calls and email requests within established client call center customer support standards
• Handle telephone and e-mail inquiries that are complex in nature as it pertains to the support of one or more Applications and may require subject matter experience
• Responses are not scripted and require extensive probing of callers for specific information
• Monitor systems to provide status updates to customers
• Control the pace and flow of the inquiry/request and manage call time effectively
• Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from disgruntled callers
• Gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively
• Compose emails to customers using proper style, with writing that is clear, thorough, and grammatically correct
• Document in the help desk application and other tools the work performed to troubleshoot problems and resolve technical issues

Required qualifications to be successful in this role:

• 2 years’ experience in customer service
• Experience with Jira and knowledge of using a ticketing system
• Requires prior Help Desk or customer service experience and considerable knowledge of Government programs and/or subject matters
• Polite, friendly, and helpful customer service and communications skills
• Documentation and triage capabilities
• Basic MS Office and Ticketing system experience
• Able to communicate clearly over the phone to end users
• Professional attitude
• Willingness to learn new skills

Due to the nature of the government contracts this position requires US eligibility.

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 and training; and licensure and certifications. 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 is $52,400-91,700.




  • Architecture
  • Angular
  • AWS Cloud Adoption Framework
  • MVC
  • Spring

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

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, political affiliation, genetic information, or any other legally protected status or characteristics.

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 requisition number 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 requisition number will not be returned.

We make it easy to translate military experience and skills! Click here 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. 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.