Enterprise Service Desk Associate Technician

Job Title: Enterprise Service Desk Associate Technician

Job Category: Service Contract Act

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity:

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

We are looking for enthusiastic and driven individuals to join our team as an Enterprise Service Desk Associate Technician. This critical role efficiently manages and prioritizes incoming support requests. You are responsible for quickly assessing the nature and urgency of each issue, categorizing it appropriately, and routing it to the correct support tier for resolution. By providing initial troubleshooting steps and guiding users through basic solutions, this triage role aims to resolve simple issues on the first contact. If you excel in dynamic environments, enjoy solving technical challenges, and take pride in delivering exceptional customer service, this is your opportunity to make a meaningful impact as part of a mission-driven support team.

With our operations running 24/7, you’ll have the chance to embrace a dynamic work schedule that includes day shifts, weekends, and swing shifts. In addition, you’ll enjoy the potential for hybrid work options.

Responsibilities:

• Initial Assessment and Categorization: Quickly evaluate incoming support requests to determine their nature and urgency, categorizing to ensure they are routed to the appropriate support tier.
• First-Line Troubleshooting: Provide initial troubleshooting steps to users, aiming to resolve simple issues on the first contact by guiding users through basic solutions and offer self-help resources when applicable.
• Escalation Management: Identify complex issues that require further investigation and escalate them to specialized support teams while providing detailed documentation of the issue.
• ServiceNow Proficiency: Utilize ServiceNow to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes.
• Process Improvement: Contribute to the continuous improvement of triage processes by identifying patterns in frequently occurring issues, providing feedback on process efficiencies and suggesting enhancements to improve overall service desk performance.

Qualifications:

Required: 

• Capable of obtaining and maintaining a DoD Secret Clearance
• High School diploma and 2+ years’ technical experience (Associate’s degree in relevant field may be substituted for 2 years of relevant experience)
• Strong verbal and written communication skills, with the ability to clearly convey technical information
• Proven ability to work effectively in a collaborative, team-oriented environment
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling
• Hands-on experience with end-user devices, common applications, and support tools

Desired: 

• An active DoD Secret or higher clearance
• Experience using Service Now service management software (or similar tool)

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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 values the unique contributions that every employee brings to our company and our customers - every day. 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.

Pay Range:

This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI’s government contract for the work location.​
 

Minimum Required Hourly Wage:

$17.75

There are a host of other factors that can influence final salary including, but not limited to, geographical location, 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.

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.