End User Support Technician - Mid

CACI International•Arlington, VA

5d•$59,600 - $122,100•Onsite

About The Position

CACI is seeking an End User Resource Specialist (Mid) to join our team in Arlington, VA. The End User Tech provides intermediate level on-site technical support for customer/company network systems. Performs non-routine installation and/or maintenance assignments. Tests, locates, repairs and troubleshoots network equipment problems.

Requirements

High School diploma, and minimum six years’ relevant experience.
Minimum of 2 years supporting a federal contract
Background in WIN 11 support, systems analysis, network or software design/administration, requirements analysis, or systems/applications software development.
Proven analytical and problem-solving abilities
Ability to conduct research into PC and software issues and products as required
Experience with Active Directory/Intune
Experience working in an ITSM such as Remedy or ServiceNow
Ability to obtain a DHS HQ EOD
Ability to escalate issues appropriately and timely to leadership

Nice To Haves

ITIL v4 Foundations
HDI Desktop Support Technician

Responsibilities

Collaborates with customer/company and colleagues, and other resources to gain a better understanding of the issue(s) to be resolved.
Effectively manages time to respond to service calls in a timely fashion.
Completes intermediate installations and perform system test procedures. Troubleshoots and resolves issues that cannot be solved remotely.
Provide surge support to other teams as needed during times of surge
Performs smaller scale (move, adds, or changes of client's) equipment as needed.
Prepares for on-site installations by reviewing site requirements.
Obtains software and reviews relevant documentation prior to visiting customer sites.
Provides technical support for end user hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies
Stages the installation and upgrades in a lab environment prior to the site visit when necessary.
Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date
Executes and maintains IT asset inventory information, completing ad hoc inventories and updating asset lists
Performs implementation of software and hardware solutions; integrating with the customer's network and equipment.
Troubleshoot sand resolves technical issues as they occur.
Provides basic system administration training to technical users.