CACI bv · 1 month ago
Enterprise Service Desk Lead Technician
Oklahoma City, OK
Full-time
Hybrid
Senior Level
$20.32/hr - $20.32/hr
5+ years expCACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. The Enterprise Service Desk Lead Technician will be the first point of contact for Airmen and Guardians worldwide, delivering frontline technical support and providing mentorship to new technicians.
ConsultingEducationTraining
No H1B
Security Clearance RequiredU.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
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
Flexible time off benefit
Healthcare
Wellness
Financial
Retirement
Family support
Continuing education
Time off benefits
Company
CACI bv
CACI levert, implementeert en beheert bedrijfskritische oplossingen voor het Hoger Onderwijs: het StudentInformatieSysteem OSIRIS en LISA voor zaakgericht werken.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase