Enterprise Service Desk Support Analyst

CACI•Oklahoma City, OK

9d•$20•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’re seeking motivated Enterprise Service Desk (ESD) Support Analysts to directly support our ESD Technicians by resolving technical challenges across the wide of tools and technologies they rely on. Your expertise will enable our ESD Technicians to focus on providing exceptional customer support. In addition to delivering frontline technical support, you’ll provide on-the-job training and mentorship to new technicians and serve as a subject matter expert. If you’re passionate about problem-solving and thrive in a collaborative environment, this is your opportunity to make a meaningful impact. While our operations run 24/7, the shift for this role is Monday–Friday 0800 - 1630 (start time may vary by ±1 hr) , with potential for hybrid work opportunities.

Requirements

Capable of obtaining and maintaining a DoD Secret Clearance
High School diploma and 6+ years’ technical experience (Bachelor’s degree in relevant field may be substituted for 5 years of relevant experience)
Experience in supporting office environments with a diverse range of technologies, including networks, desktops, and applications
Familiarity with Service Desk operations, including basic troubleshooting and ticket handling
DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)

Nice To Haves

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

Responsibilities

Maintain a high level of customer service, mirroring the expectations we have for our ESD Technicians.
Deliver high-quality, timely support by resolving technical issues for technicians.
Utilize deep knowledge of systems and applications, share expertise, contribute to knowledge development, and offer feedback to improve processes and ensure consistent service quality across the team.
Utilize ServiceNow for incident tracking, ticketing, and reporting to ensure efficient workflow and accurate documentation, following through resolution.
Image Windows workstations to ensure they are properly patched and ready for deployment, maintaining up-to-date software and security configurations.
Oversee Video Teleconferencing (VTC) management for conference rooms, ensuring resources are properly maintained and available. Includes displays around the facility.