Senior End User Technician

Senior End User Technician

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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CACI is seeking a Senior End User Technician to join our team in Arlington, VA.

About the Role:

Sr. End User Support Technicians are responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency.

The candidate is responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents.

Sr. EUS technicians support and troubleshoot a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements.

This candidate will support unclassified equipment, some of which is in classified space.

More About the Role:

• Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.

• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.

• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.

• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.

• Reviews pending tickets daily, updating work details according to DSS ticket management procedures.

• Investigates and resolves all connectivity issues related to IT equipment.

• Performs daily checks with customers and their support staff.

• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.

• Provides end user equipment life cycle replacement support.

• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.

• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.

Required Qualifications:

• Ability to obtain a DHS Entrance on Duty (EOD)

• Bachelor’s degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years’ experience can be substituted for a total of 12 years experience or an AA + 8 years)

• Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10, 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox

• Experience with patch management software (e.g., SCCM)

• Experience installing, upgrading, and removing software

• Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle 

• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)

• Advanced experience with Active Directory management & administration

• Knowledgeable of Problem Management best practice and processes

 

Preferred Qualifications:

• Project Management Professional (PMP) or Agile (PMI-ACP or IAPM) Certified

• Certified ServiceNow Application Developer, Implementer, or System Administrator certification is highly desired

• Experience with the ServiceNow Project & Portfolio Management (PPM) application

• Experience supporting organization senior staff (e.g. VIPs)

What We Can Offer You:

• We’ve been named a Best Place to Work by the Washington Post

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

• We offer competitive benefits and learning and development opportunities.

• We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

• For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

DHSHP

Company Overview:

CACI is an Equal