End User Support Technician

CACI•Rochester, NY

12h•Onsite

About The Position

CACI is seeking an End User Support Technician to support our corporate customer. This is role requires you to be onsite and working core business hours. Great team with growth opportunities.

Requirements

U.S. Citizenship with the ability to obtain a Secret security clearance.
Bachelor’s degree or equivalent experience, with five to seven years of relevant IT support experience.
Proficiency with Windows desktop operating systems and Dell hardware platforms.
Strong working knowledge of Microsoft Office 365, OneDrive, and Microsoft Teams.
Solid understanding of network communications and fundamental networking principles.
Excellent written and verbal communication skills with a strong customer service
Ability to work effectively both independently and in a team environment with minimal supervision.
Strong attention to detail with demonstrated analytical and problem-solving capabilities.
Excellent time management skills and the ability to manage multiple priorities.
Proven ability to communicate effectively with end users via phone and email.
Experience supporting conference room technologies and collaboration platforms, including Microsoft Teams, Zoom, and WebEx.
Ability to lift and carry up to 30 pounds.
Strong organizational skills with the ability to maintain a clean and orderly workspace.

Nice To Haves

Experience supporting BitLocker and Windows Hello.
Experience with Red Hat Enterprise Linux (RHEL), Ubuntu, and macOS environments.
Experience with Cisco VoIP phones and Cisco Call Manager.

Responsibilities

Image, configure, and troubleshoot end-user computers and related hardware.
Install, configure, and troubleshoot software applications, digital certificates, and operating system components.
Manage incidents and service requests from assignment through resolution, ensuring a high-quality end-user experience.
Repair and restore data files; decrypt inaccessible files; perform data migrations; and apply, troubleshoot, and validate file and folder permissions.
Configure, maintain, and troubleshoot multifunction devices (printing, scanning, and faxing), including coordinating vendor replacements and resolving communication issues.
Configure and maintain UPS devices and batteries; troubleshoot failures; coordinate vendor support; and plan and communicate scheduled downtime.
Plan and execute user moves, including workstation deployment, network connectivity, and phone setup.
Install network equipment and patch network cabling in accordance with established standards and best practices.
Identify, analyze, and resolve network connectivity issues.
Maintain wiring closet organization to ensure optimal network performance and compliance.
Support, maintain, and troubleshoot physical security systems, including badging and camera systems.
Prepare obsolete IT assets for secure disposal in accordance with company policy.
Manage stockroom inventory, including asset tracking and periodic audits.
Accurately document all activities in the ServiceNow ticketing system and consistently meet established SLAs.
Support infrastructure initiatives, including site openings, closures, surveys, expansions, and migrations.
Apply security patches and operating system upgrades to maintain system security and integrity.
Support and troubleshoot mobile devices across supported platforms.
Proactively identify, manage, and resolve technical issues within defined timelines.
Collaborate with cross-functional IT teams to resolve complex and critical incidents.
Plan, support, and troubleshoot local audiovisual (AV) events.
Support acquisition and integration efforts, including network installation, cabling, troubleshooting, workstation migration (reimaging or deployment), printer installation, and UPS configuration.
Develop, maintain, and update technical documentation, including procedures, processes, and hardware/software installation guides.