Tier 2 Help Desk Specialist - Part-Time; Weekend Night Shift

Tier 2 Help Desk Specialist – Part‑Time (Weekend Night Shift)

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.

Saturday and Sunday, 6:00 pm – 6:00 am. The position can be located at any CGI office in the U.S.; preferred location is San Antonio, TX, but a hybrid model is acceptable.

• 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 needs.
• Maintain ownership of incidents, ensuring status updates and resolution according to SLAs.

• High school diploma or equivalent; associate or bachelor’s degree in a related field preferred.
• Minimum four (4) years of experience in a customer service or technical support role, with at least two (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 – Service Now ITSM preferred.
• Experience with cloud infrastructure‑based IT systems, preferably Google Cloud and Kubernetes.
• Experience with Dev Sec Ops  concepts and practices.
• Strong communication and interpersonal skills.
• Ability to pass a clearance to access Sensitive Unclassified Information/Controlled Unclassified Information.

CGI is required by law to include a reasonable estimate of the compensation range for this role: $42,600.00 – $77,400.00. Benefits (if eligible) 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.

CGI is an Equal Opportunity Employer and provides reasonable accommodations to qualified individuals with disabilities. Qualified applicants will receive consideration for employment without regard to race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship, disability, pregnancy, medical condition, or any other legally protected status. For accommodations, please email US_ referencing the Position .

Entry level.