IT Support Technician - Tier 2
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
The Opportunity:
As the Support Technician Tier 2, you are responsible for resolving IT hardware and software infrastructure (servers, network, security, etc.) issues using systems analysis techniques and procedures to ensure appropriate function of hardware, software, or system functional specifications. Analyzes, troubleshoots, and resolves issues with IT infrastructure including user systems, servers, storage, and network connectivity. Provides system administration for assigned infrastructure and establishes and maintains security as it relates to users. Applies security patches and operating system upgrades to ensure the security and integrity of the technical environment. Supports new infrastructure projects. Maintains all configuration documentation for assigned infrastructure.
Responsibilities:
Offering desktop computer support to our remote employees including OCONUS.
Re-image, configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals to remote employees.
Safeguard computer data during all support transactions.
Troubleshoot hardware and software issues with the use of remote-control tools.
Support Microsoft Office 365, VDI (VMware) and Active Directory products.
Work closely with internal and external IT support teams.
Create, track and document small package shipments (laptops and peripherals).
Follow customer service best practices during phone and email communications while following information security policies.
Effectively document support procedures.
Document support notes and progress in incident management system.
Adhere to established service level agreements (SLA).
Train junior staff and provide technical guidance for the service desk as appropriate.
Qualifications:
A minimum of 3 years' experience as a Support Technician Tier 2, solving IT hardware and software infrastructure (servers, network, security, etc.) issues.
A.A. or B.S. Degree in Information Technology or related field. Relevant experience will be considered instead of an AA or BS degree.
Strong problem-solving skills and the ability to develop alternative solutions.
Ability to establish and maintain effective working relationships with other others, work independently, and experience knowledge base articles.
Display a commitment to quality and strong multi-tasking skills.
Experience configuring and administering Microsoft Office 365; exposure to Microsoft Azure AD a plus. Or - Experience with Active Directory, Azure AD, Group Policy, and O365.
Knowledge of mobile devices and network technologies of LAN, WAN, VPN, DNS, and TCP/IP.
Excellent hardware troubleshooting experience (Dell) in a Windows environment.
Good attention to detail and strong writing skills.
Team-oriented and skilled in working within a collaborative environment.
Ability to lift and carry a minimum of 30lbs.
Extensive walking may be required.
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
An environment of trust.
CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
Your potential is limitless. So is ours.
Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)
Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. 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. Learn more here (https://careers.caci.com/global/en/employee-benefits) .
The proposed salary range for this position is:
$51,800 - $106,100
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.
