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CACI International Inc · 1 month ago

Enterprise Service Desk Lead Technician

US OK Oklahoma City

Full-time

Onsite

Senior Level

$20.32/hr - $20.32/hr

5+ years exp

CACI International Inc is seeking motivated Enterprise Service Desk Lead Technicians to support the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. The role involves delivering frontline technical support, providing on-the-job training and mentorship, and serving as a subject matter expert for a team of technicians.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide on-the-job training and mentorship by reinforcing technical knowledge, guiding hands-on learning, and supporting technicians’ through shadowing and coaching

Resolve complex technical issues for end-users, utilizing deep knowledge of systems and applications to deliver high-quality, timely support

Actively manage and track incidents from initiation to resolution, ensuring proper documentation and escalation of unresolved issues to maintain service levels

Share expertise, contribute to knowledge development, and provide feedback and suggestions to improve processes and ensure consistent service quality and knowledge growth across the team

Leverage knowledge of the customer’s mission, user needs, and operational context to deliver effective, mission-aligned support

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

Qualification

ServiceNow ProficiencyDoD 8570/8140 CertificationsTechnical Support ExperienceEnd-User Device SupportTrainingService Desk OperationsCommunication SkillsMentoring

Required

Ability to obtain and maintain a DoD Secret Clearance

High School diploma and 5-7 years' technical experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience)

Demonstrated commitment to team success, with a strong desire to mentor, support, and share knowledge with fellow technicians to foster growth, collaboration, and continuous improvement

Strong verbal and written communication skills, with the ability to clearly convey technical information

Familiarity with Service Desk operations, including basic troubleshooting and ticket handling

Hands-on experience with end-user devices, common applications, and support tools

Preferred

An active DoD Secret or higher clearance

DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)

Experience using Service Now service management software (or similar tool)

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees