IT Support Specialist (Google Workspace)

IT Support Specialist (Google Workspace)

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI is seeking an IT Support Specialist in delivering Google Workspace services. This support will include a variety of tasks including troubleshooting, account provisioning/deprovisioning, group management and general customer support.

This position is onsite 5 Days/Week in our Arlington, VA Office.


Responsibilities:

• Support Google Workspace users, including but not limited to, troubleshooting, account provisioning/deprovisioning, group management, and security.
• Provide break/fix support for customer facing SaaS products.
• Perform daily checks of SaaS product monitoring tools.
• Schedule and coordinate the installation of new software with customers.
• Document all requests in ServiceNow ticketing system to ensure all asset and configuration information is up to date while following established policies and procedures.
• Review pending related tickets daily and provide regular updates according to DSS ticket management procedures.
• Assist with troubleshooting and resolution of technical issues related to software.
• Assist with developing training materials and delivery of training to customers.
• Self-motivated and proactive – able to work independently and identify opportunities of improvement and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and ticket SLA’s are achieved in a timely manner.
• Willing to learn new technologies and increase technical proficiencies.
• Keep abreast of operational projects through all phases including requirements, planning, analysis, and design and implementation.
• Work with a cross-functional team and provide proactive information to the customer on project/task schedule, trends, risks, and issues.
• Present reports and recommendations to senior level personnel and management.
• Proactively seek assistance for support requests that are outside current skillset and/or where the customer is reporting a higher severity issue.
• Respond to incoming support requests in a prompt, professional, and helpful manner.
• Utilize advanced troubleshooting skills, fundamental product knowledge, and knowledge base to resolve moderate to high complexity support tickets.
• Communicate effectively with a wide variety of technical and non-technical audiences.
• Contribute to knowledge base content creation.
• Coordinate the installation and movement of IT equipment in support of office relocations and new buildings/locations.
• Provides on-site technical support as needed for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies

Qualifications:

Required: 

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
• Demonstrated proficiency installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers.
• Bachelor’s degree or equivalent 5 applicable years of experience
• Manage Google Workspace user accounts, including but not limited to; shared accounts, delegation requests, name changes, account provisioning/terminations, security, etc.
• Ability to communicate effectively and collaborate in a team environment.
• Strong analytical, problem-solving, and decision-making capabilities.
• Experience managing IT projects.
• Experience with Office 365 Suite (MS Teams, Planner, etc.).
• Experience interfacing with high level government officials.
• Experience in general network administration and IT Troubleshooting.


Desired:

• COMPTIA A+, or Network+, or Security+ Certification
• ITIL 4 certification
• Familiarity with using ServiceNow

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

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