CACI bv · 2 hours ago
IT Service Desk
Oklahoma City, OK
Full-time
Hybrid
Entry Level
$39K/yr - $65K/yr
3+ years expCACI is a company dedicated to ensuring the safety of our nation through high-performing teams. They are seeking a Service Desk Technician responsible for collecting incident information, troubleshooting issues, and maintaining user satisfaction while adhering to Service Level Agreements.
ConsultingEducationTraining
Responsibilities
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies
Communicates promptly on progress and engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team
Defines and classifies level, priority and nature of problem, request and/or issue
Responsible for opening, tracking and closing trouble tickets
Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned
Active Directory account management and RSA token provisioning
Qualification
Required
Requires basic job knowledge of systems and procedures obtained through prior work experience or education
Preferably has 3 years of experience. May require vocational or technical education in addition to related work experience
Proficiency with Windows 10 operating system
Experience and knowledge of installation, configuration, and troubleshooting of computers
Knowledge of help desk call tracking management systems; ServiceNow desired
Preferred
Strong verbal and written communication skills
Excellent customer service skills
Benefits
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