Senior End User Technician

CACI International•Arlington, VA

1d•$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 delivers professional, high-quality customer service and technical support through both remote and in-person assistance 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 role supports unclassified equipment, some of which is located in classified space.

Requirements

Ability to obtain a DHS Entrance on Duty (EOD).
Bachelor’s degree and 6 years of relevant experience, or equivalent: without a bachelor’s degree, 6 years of experience may be substituted for a total of 12 years of experience, or an associate degree plus 8 years of experience.
Ability to perform in-depth troubleshooting of Windows operating systems (Windows 10, 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 service management software, or a similar 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) or Agile certification (PMI-ACP or IAPM).
ServiceNow Application Developer, Implementer, or System Administrator certification.
Experience with the ServiceNow Project & Portfolio Management (PPM) application.
Experience supporting senior organizational staff, such as VIPs.

Responsibilities

Provide on-site technical support for hardware, peripherals, software, audiovisual display systems, and wireless technologies.
Schedule and coordinate desk-side support for software installations and hardware or software break/fix activities.
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 MACs.
Support end-user equipment lifecycle replacement.
Work independently, identify opportunities, and develop ideas for improving efficiency.
Plan and prioritize workload to achieve objectives and complete tickets on time.