Service Center Front Line Technician (Business)

Service Center Front Line Technician (Business)

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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Description:

The Service Desk Technician will provide frontline support and act as the primary point of contact for large Government organization with diverse customers. Service Desk Technicians will provide the highest quality customer care with every interaction. Require effective customer services skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. Must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.

Job duties include:

• Supporting a 24x7 world-class service center
• Provides first level support for inbound incidents and Service Requests
• Provide frontline phone and email support related to system and application issues
• High comfort level working with technology at a fast pace
• Ability to quickly route issues according to issue type and severity
• Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
• The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone
• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. 
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. 
• Communicates promptly on progress. 
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. 
• Executes against established Service Level Agreements (SLA). 
• Documents resolutions and updates self-help and staff knowledge bases. 
• Alerts management to recurring problems and patterns of problems

Qualifications:

• 1+ year of experience in helpdesk support and or networking
• Current IAT Level II - Security +
• Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred 
• Ability to work rotating shift-work
• Degree or equivalent work experience
• Experience working with helpdesk ticketing tools and knowledge base resources
• Experience troubleshooting Microsoft Desktop Operating Systems 
• Experience with server and or desktop virtualization
• Experience with networked storage 

Preferred certifications:

• CompTia A+ 
• CompTia Server+ 
• CompTia Network+ 
• HDI Customer Help Desk Analyst 
• Microsoft Office Specialist 

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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.

 

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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the