Senior Help Desk Technician

Senior Help Desk Technician<p></p><p></p>Job Category: Information Technology<p></p><p></p>Time Type: Full time<p></p><p></p>Minimum Clearance Required to Start: TS/SCI<p></p><p></p>Employee Type: Regular-Long Term Assignment<p></p><p></p>Percentage of Travel Required: Up to 10%<p></p><p></p>Type of Travel: Local<p></p><p></p><p></p>* * *<p></p><p></p><p><u><span>The Opportunity:</span></u><span> </span></p><p><span><span>Are you interested in continuing your career in Europe in a mission focused environment? CACI has </span><span>established</span><span> upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, </span><span>innovative</span><span> and motivated IT Specialists to support enablement</span><span> of</span><span> US</span><span>AREUR-AF and their Mission Partners </span><span>mission </span><span>objectives</span><span>.</span></span><span> </span></p><p><span> </span></p><p><span><span>CACI has an excellent opportunity for an experienced, self-directed, </span></span><b><span>Help Desk Technician, Senior</span></b><span><span>. This position is in support of</span><span> </span><span>USAREUR-AF </span><span>Mission Partner </span><span>S</span><span>AG-U</span><span>, located OCONUS in</span><span> </span><span>Wiesbaden, Germany</span><span>.  </span><span>This position is </span><span>required</span><span> to travel OCONUS</span><span>.</span><span>  </span><span>This position is </span><span>located OCONUS.</span></span><span> </span></p><p><span> </span></p><p><u><span>Responsibilities:</span></u><span> </span></p><ul><li><p><span><span>Supports the Enterprise IT Help Desk Team and provides IT customer service operations </span><span>regarding</span><span> issues or support </span><span>required</span><span> for end users</span></span><span> </span></p></li></ul><ul><li><p><span><span>Highly knowledgeable of help desk processes and procedures and the systems, equipment, and software being supported and used at the MP/site (e.g., ServiceNow, Service Desk+, Remedy) and may support Satellite Communications (SATCOM) system monitoring, maintenance, incident response, and problem resolution</span></span><span> </span></p></li></ul><ul><li><p><span><span>Applies fundamental concepts, processes, practices, and procedures to support call center services/incident reporting and conducts first-call resolutions in support of assigned MP/organization help desk services</span></span><span> </span></p></li></ul><ul><li><p><span><span>Tracks and elevates incidents within the incident management process for restoration of IT services </span></span><span> </span></p></li></ul><ul><li><p><span><span>Conducts incident management, routing, and escalation of support requests received via phone, email, ITSM tools, and walk-ins</span></span><span> </span></p></li></ul><ul><li><p><span><span>Participates in managing walk-in usage (e.g., walk-in services, CAC, user account actions) and Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services </span></span><span> </span></p></li></ul><ul><li><p><span><span>Conducts laptop checkout</span></span><span> </span></p></li></ul><ul><li><p><span><span>Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments</span></span><span> </span></p></li></ul><ul><li><p><span><span>Functions as a technical expert across multiple project assignments</span></span><span> </span></p></li></ul><ul><li><p><span><span>May supervise others </span></span><span> </span></p></li></ul><ul><li><p><span><span>TESA eligible</span></span><span> </span></p></li></ul><p><span> </span></p><p><u><span>Qualifications:</span></u><span> </span></p><p><i><span>Required:</span></i><span><span> </span></span><span> </span></p><ul><li><p><span><span>Currently hold </span><span>an adjudicated</span><span> TS/SCI Clearance and be able to maintain</span></span><span> </span></p></li></ul><ul><li><p><span><span>BA/BS + </span><span>8-12</span><span> years recent experience</span></span><span> </span></p></li></ul><ul><li><p><span><span>Certification </span><span>–</span><span> </span><span>8140 - </span></span><span><span>GFACT or CND or Security+ or GSEC</span></span><span> </span></p></li></ul><ul><li><p><span><span>Possesses extensive knowledge of help desk processes, procedures, and IT service management systems such as ServiceNow and Remedy. </span></span><span> </span></p></li></ul><ul><li><p><span><span>Demonstrates strong customer service skills as well as the ability to resolve complex technical issues and conduct first-call resolutions. </span></span><span> </span></p></li></ul><ul><li><p><span><span>Exhibits deep understanding of incident management, including processes for tracking, routing, and escalating support requests. </span></span><span> </span></p></li></ul><ul><li><p><span><span>Capable of managing a variety of user support services, including walk-in