Enterprise Service Desk Senior Technician

CACI International•Oklahoma City, OK

1d•$25•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 Senior Desk Technician. Your focus is resolving complex technical issues that cannot be addressed by front-line support. Primary responsibility is to diagnose and resolve intricate problems through advanced troubleshooting techniques, often utilizing remote access tools. Collaborating closely with other teams when necessary to ensure comprehensive issue resolution. Ultimately your role is to provide expert-level support that ensures minimal downtime and maximum customer satisfaction. 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

Must be able to obtain and maintain a DoD Secret Clearance
High School diploma and 6-10 years’ technical experience (Bachelor’s Degree in relevant field may be substituted for 5 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
Ability to obtain a CompTIA Security+ or similar certification within 6 months.

Nice To Haves

An active DoD Secret or higher clearance
Security+ Certification
Experience using Service Now service management software (or similar tool)
Knowledge and use of Remote Deskside support tools, such as BeyondTrust, TeamViewer, and Remote Desktop Protocol (RDP)

Responsibilities

Utilize advanced troubleshooting techniques to diagnose and resolve complex technical issues that cannot be addressed by front-line support.
Employ remote access tools to investigate and resolve issues without the need for physical presence, ensuring efficient problem-solving.
Document detailed solutions and findings in the knowledge base to aid future troubleshooting efforts and enhance the overall efficiency of the service desk.
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.
Participate in training and workshops to share expertise with team members, ensuring a well-rounded understanding of processes and tools across the team to enhance collaboration and support.