Service Desk Analyst

CACI International • National Harbor, MD

2d

About The Position

CACI is seeking a Service Desk Analyst to support an existing IT Service Desk team. As a Service Desk Analyst, you will provide mid-level support to a team that receives and resolves 15,000 tickets month, in support of a 12,000+ user community within the Department of Homeland Security (DHS). The Service Desk Analyst shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager will work to ensure all Service Level Agreements are met.

Requirements

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
• Bachelor’s degree or equivalent + 2 applicable years
• Ability to work Shift 3: Monday - Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
• Experience with patch management software (e.g., SCCM)
• Experience installing, upgrading, and removing software
• Experience using Service Now 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 including Unlocking accounts/PW Resets, OU’s and Group Policy.
• Remote Support including Remote tools, VPN’s and Networking
• Office 365 Applications including Outlook, OneDrive and Teams
• Knowledgeable of Problem Management best practice and processes
• Ability to obtain DHS EOD

Nice To Haves

• ITIL v4 certification (must obtain within 6 months of hire)
• HDI Certification
• MCP Certification
• COMPTIA A+, or Network+, or Security+ Certification
• Knowledge of Configuration Change Management best practices

Responsibilities

• Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing
• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
• Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
• Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts
• Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
• Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting

Benefits

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive compensation, benefits and learning and development opportunities.
• Our broad and competitive mix of benefits options is designed to support and protect employees and their families.
• At CACI, you will receive 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: Mid Level