Enterprise Service Desk Associate Technician

CACI•Oklahoma City, OK

3d•$18•Hybrid

About The Position

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model. We are looking for enthusiastic and driven individuals to join our team as an Enterprise Service Desk Associate Technician . This critical role efficiently manages and prioritizes incoming support requests. You are responsible for quickly assessing the nature and urgency of each issue, categorizing it appropriately, and routing it to the correct support tier for resolution. By providing initial troubleshooting steps and guiding users through basic solutions, this triage role aims to resolve simple issues on the first contact. If you excel in dynamic environments, enjoy solving technical challenges, and take pride in delivering exceptional customer service, this is your opportunity to make a meaningful impact as part of a mission-driven support team. With our operations running 24/7, you’ll have the chance to embrace a dynamic work schedule that includes day shifts, weekends, and swing shifts. In addition, you’ll enjoy the potential for hybrid work options.

Requirements

Capable of obtaining and maintaining a DoD Secret Clearance
High School diploma and 2+ years’ technical experience (Associate’s degree in relevant field may be substituted for 2 years of relevant experience)
Strong verbal and written communication skills, with the ability to clearly convey technical information
Proven ability to work effectively in a collaborative, team-oriented environment
Familiarity with Service Desk operations, including basic troubleshooting and ticket handling
Hands-on experience with end-user devices, common applications, and support tools

Nice To Haves

An active DoD Secret or higher clearance
Experience using Service Now service management software (or similar tool)

Responsibilities

Initial Assessment and Categorization: Quickly evaluate incoming support requests to determine their nature and urgency, categorizing to ensure they are routed to the appropriate support tier.
First-Line Troubleshooting: Provide initial troubleshooting steps to users, aiming to resolve simple issues on the first contact by guiding users through basic solutions and offer self-help resources when applicable.
Escalation Management: Identify complex issues that require further investigation and escalate them to specialized support teams while providing detailed documentation of the issue.
ServiceNow Proficiency: Utilize ServiceNow to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes.
Process Improvement: Contribute to the continuous improvement of triage processes by identifying patterns in frequently occurring issues, providing feedback on process efficiencies and suggesting enhancements to improve overall service desk performance.

Benefits

Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
We offer competitive compensation, benefits and learning and development opportunities.
Our broad and competitive mix of benefits options is designed to support and protect employees and their families.
At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

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