CACI bv · 2 hours ago
Service Desk Analyst
National Harbor, MD
Full-time
Onsite
Entry, Mid Level
$50K/yr - $100K/yr
2+ years expCACI is seeking a Service Desk Analyst to support an existing IT Service Desk team. The role involves providing mid-level support to resolve a high volume of tickets for a large user community within the Department of Homeland Security.
ConsultingEducationTraining
No H1B
U.S. Citizen Only
Responsibilities
Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing
Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts
Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
Qualification
Required
Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
Bachelor's degree or equivalent + 2 applicable years
Ability to work Shift 3: Monday - Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
Experience with patch management software (e.g., SCCM)
Experience installing, upgrading, and removing software
Experience using Service Now service management software (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)
Advanced experience with Active Directory management & administration including Unlocking accounts/PW Resets, OU's and Group Policy
Remote Support including Remote tools, VPN's and Networking
Office 365 Applications including Outlook, OneDrive and Teams
Knowledgeable of Problem Management best practice and processes
Ability to obtain DHS EOD
Preferred
ITIL v4 certification (must obtain within 6 months of hire)
HDI Certification
MCP Certification
COMPTIA A+, or Network+, or Security+ Certification
Knowledge of Configuration Change Management best practices
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