Senior End User Technician

CACI • Arlington, VA

2d • Onsite

About The Position

CACI is seeking a Senior End User Technician to join their team. This role is responsible for providing IT support to federal and contractor staff, requiring excellent customer service and technical proficiency. The candidate will deliver professional, high-quality services, offering both remote and in-person support for new equipment installations and break/fix incidents. Senior End User Support technicians support and troubleshoot a variety of technologies, including desktops, laptops, tablets, and software, while adhering to service level agreements. This role will support unclassified equipment, some of which may be located in classified spaces.

Requirements

• Ability to obtain a DHS Entrance on Duty (EOD)
• Bachelor’s degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years’ experience can be substituted for a total of 12 years experience or an AA + 8 years)
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11, 10 & Windows 7 or older), Microsoft Office products, and various Internet browsers to include Edge and Safari.
• Experience with patch management software (e.g., SCCM)
• 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 & Intune.
• Knowledgeable of Problem Management best practice and processes

Nice To Haves

• Project Management Professional (PMP) or Agile (PMI-ACP or IAPM) Certified
• Certified ServiceNow Application Developer, Implementer, or System Administrator certification is highly desired
• Experience with the ServiceNow Project & Portfolio Management (PPM) application
• Experience supporting organization senior staff (e.g. VIPs)

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.

Benefits

• flexible time off benefit
• robust learning resources
• 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: Senior