Technical Support

CACI International

7d•Onsite

About The Position

CACI is seeking a Technical Support candidate to work with a friendly team with growth opportunities. Provide front line customer interaction to solve basic technical problems and provide support for all assigned areas of configuration management and tracking of all program help desk tickets. Coordinating outages and generating reports about the program's tickets to ensure SLAs are met and all tickets are routed properly. Assisting with gathering and preparing contract CDRLs ensuring contract deliverable are being met on schedule. 5 days onsite and possible local travel less then 10%

Requirements

Active and current TS/SCI with polygraph
Bachelor's degree or equivalent, and a minimum 5 years of related experience
Security+ Certification (current)
Experience with ServiceNow
Strong customer service, active listening , verbal and written communication skills.
Detail-oriented and ability to multi-task in a fast-paced environment
Extensive knowledge of MS Product Suite (Word, Excel, SharePoint)
Experience with ServiceNow ticketing system
Good organizational and leadership skills
Good time management and problem-solving ability.
Good analytical and logical skills

Nice To Haves

CM Data Base (CMDB) experience
Experience with Problem and Incident Management

Responsibilities

Responding to and diagnosing problems through interactions with users while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps
Responsible for opening, tracking and closing trouble tickets
Ensures problem ownership and promotes end-user satisfaction
Collaborate with software development and systems administrators to help identify, respond, and resolve tickets in a timely manner.
Documentation and updating ServiceNow incidents
Providing support to end-users spanning a variety of issues
Identifying, researching, and resolving technical problems
Responding to telephone calls, email, and personnel requests for technical support
Documenting, tracking, and monitoring the problem to ensure a timely resolution
Works independently with limited supervision