Service Desk Analyst
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
Qualified candidates will provide entry-level support for an Information Technology (IT) Help Desk, which receives and resolves 15,000 tickets monthly through the ServiceNow service management software. The IT Help Desk supports a 12,000+ user community within the Department of Homeland Security (DHS).
More About the Role:
Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, chat, email and ticketing.
Demonstrate Active Listening skills to be able to decipher the problem by listening to the user, and then translating the descriptions in tech language.
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
Demonstrate the aptitude to learn and grow into a midlevel analyst to diagnose and resolve more and complex service requests and incidents.
Leverage remote control technology (such as BOMGAR), while troubleshooting desktop and laptop problems
You'll Bring These Qualifications:
Ability to obtain DHS Entry on Duty (EOD)
High School Diploma or equivalent + three years applicable experience
Strong level of conversance with Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer, Edge Chromium and Mozilla Firefox
Experience installing, upgrading, and removing software
Experience using ServiceNow (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).
Familiarity with Active Directory management & administration
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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:
$45,400 - $90,900
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
