Enterprise Service Desk Senior Technician

Job Title: Enterprise Service Desk Senior Technician

Job Category: Service Contract Act

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

What You’ll Get to Do:

We are looking for enthusiastic and driven individuals to join our team as an Enterprise Service Senior Desk Technician.  Your focus is resolving complex technical issues that cannot be addressed by front-line support. Primary responsibility is to diagnose and resolve intricate problems through advanced troubleshooting techniques, often utilizing remote access tools. Collaborating closely with other teams when necessary to ensure comprehensive issue resolution. Ultimately your role is to provide expert-level support that ensures minimal downtime and maximum customer satisfaction.

With our operations running 24/7, you’ll have the chance to embrace a dynamic work schedule that includes day shifts, weekends, and swing shifts. In addition, you’ll enjoy the potential for hybrid work options.

Responsibilities:

• Complex Issue Diagnosis: Utilize advanced troubleshooting techniques to diagnose and resolve complex technical issues that cannot be addressed by front-line support.
• Remote Access and Tools: Employ remote access tools to investigate and resolve issues without the need for physical presence, ensuring efficient problem-solving.
• Documentation and Knowledge Sharing: Document detailed solutions and findings in the knowledge base to aid future troubleshooting efforts and enhance the overall efficiency of the service desk.
• ServiceNow Proficiency: Utilize ServiceNow to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes.
• Cross-Training: Participate in training and workshops to share expertise with team members, ensuring a well-rounded understanding of processes and tools across the team to enhance collaboration and support.

Qualifications:

Required: 

• Must be able to obtain and maintain a DoD Secret Clearance
• High School diploma and 6-10 years’ technical experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience)
• Strong verbal and written communication skills, with the ability to clearly convey technical information
• Proven ability to work effectively in a collaborative, team-oriented environment
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling
• Hands-on experience with end-user devices, common applications, and support tools
• Ability to obtain a CompTIA Security+ or similar certification within 6 months.

Desired: 

• An active DoD Secret or higher clearance
• Security+ Certification
• Experience using Service Now service management software (or similar tool)
• Knowledge and use of Remote Deskside support tools, such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP)

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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.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits prov