CACI bv · 6 hours ago
Senior End User Support Technician
Washington, DC
Full-time
Onsite
Mid, Senior Level
$71K/yr - $149K/yr
6+ years expCACI is seeking a Senior End User Support Technician to join their team at St. Elizabeth’s Campus in Washington DC. The role involves providing IT support to federal and contractor staff, ensuring high-quality service and technical proficiency while troubleshooting various technologies and supporting equipment installations.
ConsultingEducationTraining
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies
Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities
Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals
Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date
Reviews pending tickets daily, updating work details according to DSS ticket management procedures
Investigates and resolves all connectivity issues related to IT equipment
Performs daily checks with customers and their support staff
Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs
Provides end user equipment life cycle replacement support
Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies
Able to plan and prioritize workload to ensure objectives and tickets are achieved on time
Qualification
Required
Ability to obtain a DHS Entrance on Duty (EOD)
Bachelor's degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years' experience can be substituted for a total of 12 years experience or an AA + 8 years)
Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10, 7 & Windows 2000), 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 ServiceNow 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
Knowledgeable of Problem Management best practice and processes
Preferred
Project Management Professional (PMP) or Agile (PMI-ACP or IAPM) Certified
Certified ServiceNow Application Developer, Implementer, or System Administrator certification is highly desired
Experience with the ServiceNow Project & Portfolio Management (PPM) application
Experience supporting organization senior staff (e.g. VIPs)
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