Enterprise Service Desk Technician

CACI • Oklahoma City, OK

15h • $19

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 fill the role of an Enterprise Service Desk Technician. In this position, you will be the first point of contact for users, providing exceptional technical assistance and ensuring a seamless experience Airmen and Guardians across the globe. If you thrive in a fast-paced environment and enjoy problem-solving while providing exceptional customer experience, this is the perfect opportunity for you! Join us in making a difference and be part of a dedicated team that supports and empowers our users every day. This is a shift position; work hours are Mon-Fri midnight – 0830 CST (start time may vary by ±1 hr)

Requirements

• US Citizenship required
• Ability to obtain and maintain a Secret DoD Clearance
• High School diploma and 5+ years’ technical experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience).
• Excellent communication skills; both written and spoken
• Ability to work in a team environment.
• Adapt and learn new technologies quickly (MS Operating Systems, Office Products, and DAF specified software).
• Knowledgeable of customer service best practice and processes

Nice To Haves

• Active DoD Secret Clearance
• Security+ Certification
• Experience using ServiceNow service management software (or similar tool)

Responsibilities

• Advanced Technical Support: Resolve technical issues for end-users, utilizing deep knowledge of systems and applications to deliver high-quality, timely support.
• Incident Management: Actively manage and track incidents from initiation to resolution, ensuring proper documentation and escalation of unresolved issues to maintain service levels.
• Knowledge Base Enhancements: Develop and update Knowledge Base Articles (KBA) to facilitate self-service options and empower both users and team members.
• 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.
• Cross-Training: 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees