NOC End User Support Technician

CACI International•Washington, DC

1d•$59,600 - $122,100•Onsite

About The Position

CACI is seeking a NOC End User Support Technician to join their team supporting the Department of Homeland Security (DHS). The role involves working on-site to resolve incidents and tasks in a 24/7/365 environment at DHS HQ St Elizabeth Campus. The technician will provide IT support to federal and contractor staff, requiring excellent customer service and technical skills. Responsibilities include delivering professional, high-quality service, providing remote and in-person support for new equipment installations and break/fix incidents. The candidate will support unclassified equipment, some of which may be in classified spaces.

Requirements

Ability to obtain a DHS Entrance on Duty (EOD)
Bachelor’s degree and 5 years of relevant experience or equivalency
Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
Experience with patch management software (e.g., SCCM and InTune)
Experience installing, upgrading, and removing software
Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
Advanced experience with Active Directory management & administration
Knowledgeable of Problem Management best practice and processes
Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
ITIL v4 Foundation certification (not required to start but expected to attain in first six months)
Ability to travel locally within National Capital Region
Physically capable of lifting and moving fifty (50lbs)
Able to work in confined spaces
Available to work 12-hour shifts including federal holidays and weekends.

Nice To Haves

Previous DHS or DoD experience
Relevant hands-on Microsoft Windows administrator certification
COMPTIA A+, or Network+, or Security+
Cisco Certified Network Associate (CCNA)
ITIL Foundation

Responsibilities

Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
Reviews pending tickets daily, updating work details according to DSS ticket management procedures.
Investigates and resolves all connectivity issues related to IT equipment.
Performs daily checks with customers and their support staff.
Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
Provides end user equipment life cycle replacement support.
Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.
Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
Assist with postmortem related activities and support various efforts related to operational improvements.
Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
Continuously cross-train in systems and network administration.
Perform additional duties as assigned.