AI Technology IT Support Specialist (Mid-Level)

About the role

CGI Federal is seeking an AI Technology IT Support Specialist to support its enterprise AI initiatives for a large scale Federal Agency. This role ensures successful deployment, operation, maintenance, and governance of AI technology platforms.

Responsibilities

• AI Software Licensing Management and AI Infrastructure Support
• Procure, track, and manage licenses for all AI related tools and software. Ensure license compliance with vendor agreements. Perform renewals and updates. Provide periodic status and usage reports.
• Configure and maintain servers, storage, and network components for AI workloads. Monitor system performance, availability, and security posture. Implement backup and disaster recovery strategies. Conduct routine patching, maintenance, and upgrades. Recommend infrastructure scaling as AI usage grows.
• End User Support for AI Tools
• Provide help desk and troubleshooting services for SSA AI users. Assist with onboarding, access provisioning, and account management. Deliver user training and prepare instructional guides. Respond promptly and professionally to user inquiries.
• Technical & User Documentation
• Develop and maintain technical documentation such as architecture diagrams, configuration details, and maintenance procedures. Produce and update user manuals, FAQs, and training materials. Develop, implement, and maintain Standard Operating Procedures (SOPs) for AI system operations, security, data management, and user support.
• Support governance framework creation to meet federal regulations, SSA policies, and industry best practices. Define and operationalize roles and responsibilities within the AI ecosystem. Train staff on SOPs and governance processes.
• AI Reporting & Value Tracking
• Produce ongoing reports on AI usage, activity statistics, and code metrics. Deliver quarterly reporting on measurable value gained by SSA through AI adoption. Submit weekly status reports. Participate in recurring project meetings with SSA stakeholders. Maintain clear documentation of communications and decisions.

Requirements

• To Be Successful In This Role
• Ability to obtain and maintain US Public Trust Clearance
• Bachelor's Degree and 7+ years of IT experience
• Experience administering AI supporting infrastructure (servers, networks, storage, cloud environments)
• Familiarity with AI/ML platforms, software licensing frameworks, and enterprise configuration management
• Skilled in system monitoring, performance tuning, and security controls
• Background in backup and disaster recovery architectures
• Help desk or technical support experience, ideally for specialized tools or platforms
• Strong troubleshooting capabilities across infrastructure, software, and user environments
• Experience developing technical documentation (architecture diagrams, configuration runbooks, SOPs)
• Understanding of federal IT governance, compliance frameworks, and operational controls

Desired qualifications/non essential skills required

• Prior experience supporting government agencies, especially SSA
• Experience in regulated environments requiring strong documentation discipline
• Familiarity with AI/ML operational models, pipelines, and lifecycle management
• ITIL, Security+, Cloud+, or similar certifications

Benefits

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