Senior IT Help Desk Technician

CACI•Philadelphia, PA

6d•Onsite

About The Position

Supporting our King of Prussia, PA site, the IT Help Desk Technician will be the sole onsite IT support for an office of approximately 70 end users. You will play a critical role in expanding and update the site. With a customer-centric approach, you will be responsible for diagnosing, troubleshooting, and documenting technical issues through onsite and remote support.

Requirements

High School Diploma; bachelor’s in information technology, computer science, or related field preferred
3+ years’ work experience in helpdesk support; experience being the sole IT support for a single site is a plus
Knowledge of computer systems, cloud applications, and networks with various operating systems and solutions
Excellent communication and documentation skills
Proven customer-focused service orientation
Proven knowledge of basic troubleshooting
Strong problem-solving skills
Ability to maintain a high degree of flexibility and assist others as needed
Ability to be onsite in King of Prussia 5 days/week
Security+ Certification
Active TS/SCI U.S. Government Security Clearance

Responsibilities

Provide IT support through chat, phone, email, in person and ticketing system
Triage and respond to all requests in an appropriate and timely manner
Document, record, and log work in the ticket system
Facilitate onboarding and offboarding of users
Maintaining inventory of IT equipment
Installation, configuration, upgrade, and maintain desktops, laptops, notebooks, printers, mobile devices, and cell phones
Assign file and folder permissions as needed
Support various technologies including Windows Desktop/Server/Active Directory architecture, Microsoft365 Collaboration suite (Outlook/Exchange email, Teams collaboration, etc.) and Multifactor authentication
Partner with other help desk team members and escalate issues accordingly
May occasionally work off-hours, including weekly on-call schedule, to support the coordination of problem resolution and maintain continuous operations