Sr. End User Support Technician

CACI International-posted 9 months ago
$64,400 - $135,100/Yr
Full-time • Mid Level
Springfield, VA
Professional, Scientific, and Technical Services
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CACI is seeking a Sr. End User Support Technician to join our team supporting Department of Homeland Security. The Sr. End User Support Technician will work on-site incidents and tasks to resolution in a 24/7/365 environment at DHS sites in Northern Va.

  • 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.
  • Assist with postmortem related activities and support various efforts related to operational improvements.
  • Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
  • Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
  • Continuously cross-train in systems and network administration.
  • Perform additional duties as assigned.
  • Active Top-Secret clearance required, with ability to obtain SCI.
  • 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 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox.
  • 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 & administration.
  • Knowledgeable of Problem Management best practice and processes.
  • Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
  • ITIL v4 Foundation certification (not required to start but expected to attain in first six months).
  • Ability to travel locally within National Capital Region.
  • Physically capable of lifting and moving fifty (50lbs).
  • Able to work in confined spaces.
  • Previous DHS or DoD experience.
  • The following certifications is highly desired: Relevant hands-on Microsoft Windows administrator certification, COMPTIA A+, or Network+, or Security+, Cisco Certified Network Associate (CCNA), ITIL4 Foundation (or obtain within 6 months).
  • Knowledgeable of Problem Management best practice and processes.
  • Comprehensive benefits such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
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