IT Service Desk

IT Service Desk

Job Category: Information Technology

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:

• As a Service Desk Technician, you are responsible for collection of incident information through customer conversation, and self-service support tools.
• You will conduct initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. 
• 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.
• Provide statistics for the weekly Service Desk report on call trends.
• Once fully trained, this role can be worked in a hybrid situation.

Responsibilities:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies.
• Communicates promptly on progress and engage 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. 
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team.
• Defines and classifies level, priority and nature of problem, request and/or issue.
• Responsible for opening, tracking and closing trouble tickets.
• Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned.
• Active Directory account management and RSA token provisioning.

Qualifications:

• Requires basic job knowledge of systems and procedures obtained through prior work experience or education.
• Preferably has 3 years of experience. May require vocational or technical education in addition to related work experience.
• Proficiency with Windows 10 operating system.
• Experience and knowledge of installation, configuration, and troubleshooting of computers.
• Knowledge of help desk call tracking management systems; ServiceNow desired.

Desired:

• Strong verbal and written communication skills
• Excellent customer service skills.

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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. 

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence