End User Support Technician

Job Title: End User Support Technician

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:
CACI is seeking an End User Support Technician to join our team supporting Department of Homeland Security. The End User Support Technician will work in a team setting to provide on-site incident and task resolution in a 24/7/365 environment at DHS sites in the National Capital Region (NCR).  ​


Responsibilities:
As an End User Support Technician you’re responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency. You will be responsible for delivering professional, high-quality service directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. EUS technicians support, test and troubleshoot a variety of technologies (desktops, laptops, tablets, video teleconferencing units, print devices, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space. Responsibilities include:

•            Assists with on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
•            Coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
•            Assists with the setup and configuration of new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
•            Assists with documenting 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.
•            Assists with 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.
•            Assist with post-mortem-related activities and support various efforts related to operational improvements.
•            Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
•            Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
•            Continuously cross-train in systems and network administration.
•            Perform additional duties as assigned.


Qualifications:

Required: 
•            Ability to obtain a DHS Entrance on Duty (EOD)
•            Ability to obtain a Top Secret clearance
•            Bachelor’s degree or High School Diploma + 5 year of relevant experience
•            Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
•            Experience with patch management software (e.g., SCCM and InTune)
•            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 System