Senior End User Technician

CACI • Arlington, VA

10d • $70,800 - $148,600 • Onsite

About The Position

CACI is seeking a Senior End User Technician to provide IT support to federal and contractor staff in Arlington, Virginia. The role requires a high level of customer service and technical proficiency, delivering professional, high-quality support remotely and in person for equipment installations and break/fix incidents. The technician supports and troubleshoots desktops, laptops, tablets, software, and other technologies in accordance with service level agreements. The position supports unclassified equipment, some of which is located in classified spaces.

Requirements

• Ability to obtain a DHS Entrance on Duty (EOD).
• Bachelor’s degree and 6 years of relevant experience, or an equivalent combination: 12 years of experience without a bachelor’s degree, or an associate degree plus 8 years of experience.
• In-depth troubleshooting skills with Windows operating systems, including Windows 10, Windows 7, and Windows 2000; Microsoft Office products; and internet browsers including Internet Explorer and Mozilla Firefox.
• Experience with patch-management software such as SCCM.
• Experience installing, upgrading, and removing software.
• Experience using ServiceNow or a similar service-management tool to track incidents and service requests through their full lifecycle.
• Ability to learn new technologies quickly, including Microsoft operating systems, Office products, and DHS-specified software.
• Advanced experience with Active Directory management and administration.
• Knowledge of problem-management best practices and processes.

Nice To Haves

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

Responsibilities

• Provide on-site technical support for hardware and peripherals, software, audiovisual display systems, and wireless technologies.
• Schedule and coordinate desk-side support for new software installations and hardware or software break/fix work.
• Set up and configure end-user equipment, including laptops, mobile devices, printers, copiers, VTC units, VoIP phones, and peripherals.
• Document changes in the ServiceNow ticketing system to keep asset and configuration information current.
• Review pending tickets daily and update work details according to DSS ticket-management procedures.
• Investigate and resolve connectivity issues related to IT equipment.
• Perform daily checks with customers and their support staff.
• Participate in site-specific project planning and provide detailed requirements for facility IT equipment moves, adds, and changes (MACs).
• Support end-user equipment lifecycle replacement.
• Work independently, identify opportunities, and develop ideas for improving efficiency.
• Plan and prioritize workload to meet objectives and complete tickets on time.

Benefits

• Flexible time off benefit.
• Learning resources and learning and development opportunities.
• Competitive compensation.
• Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior