IT Service Desk

CACI International • Oklahoma City, OK

7d • Hybrid

About The Position

As a Service Desk Technician, your responsibilities encompass the collection of incident information through direct customer conversations and the utilization of self-service support tools. You will perform initial assessments, triage, research, and resolve basic incidents and requests related to the use of application software products and/or infrastructure components. Adhering to established Service Level Agreements (SLA), you will document resolutions and update both self-help resources and staff knowledge bases. Additionally, you will alert management to recurring problems and patterns of issues. You are also tasked with providing statistics for the weekly Service Desk report on call trends. Once fully trained, this role offers the flexibility to be performed in a hybrid situation, blending both on-site and remote work environments.

Requirements

• Requires basic job knowledge of systems and procedures obtained through prior work experience or education.
• Preferably has 3 years of experience.
• May require vocational or technical education in addition to related work experience.
• Proficiency with Windows 10 operating system.
• Experience and knowledge of installation, configuration, and troubleshooting of computers.
• Knowledge of help desk call tracking management systems; ServiceNow desired.

Nice To Haves

• Strong verbal and written communication skills
• Excellent customer service skills.

Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies.
• Communicates promptly on progress and engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team.
• Defines and classifies level, priority and nature of problem, request and/or issue.
• Responsible for opening, tracking and closing trouble tickets.
• Ensures problem ownership and promotes end-user satisfaction.
• Tracks activities of field engineers to who tickets were assigned.
• Active Directory account management and RSA token provisioning.

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: No Education Listed
• Number of Employees: 5,001-10,000 employees