CACI International Deskside Support Technician in Washington, District Of Columbia
Responsible for collection of incident information through customer conversation, and self-service support tools. Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. Engages 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. Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends.
Duties and Responsibilities:
Provide computer hardware and software support for new and currently deployed IT assets and projects including, installing, moving, configuring, diagnosing, repairing, maintaining and upgrading all hardware and software while ensuring optimal performance
Troubleshoot computer components and support replacement of hardware and software in a timely and accurate manner
Handle multiple open issues and interface with customers at all levels with urgency, attention to detail and great enthusiasm
Provide technical assistance and training to end-users when required
Monitor, create, update and/or escalate trouble tickets to ensure all hardware and software issues are being addressed and resolved within timeframes established under Service Level Agreements
Track assets by entering all traceable assets in the designated database, recording all moves/additions/changes, reviewing asset data for accuracy, and conducting inventory audits
Assist with coordination of moves and excessing of IT equipment, to include palletizing and shipping out all old hardware and receiving of new IT equipment
Three years of Service Desk, Desk Side support, or a combination of college and work experience
Ability to troubleshoot and repair desktops and laptops components, as well as the installed software
Ability to lift up to 50 lbs.
Expertise in PC systems
Knowledge of Active Directory and Messaging services (e.g. Exchange)
Expertise in Blackberry and iPhone devices with a working understanding of Blackberry Administration Services
A good understanding of file and print services
Expertise in Microsoft Office applications
Understanding of networking technology at the physical and logical level including the various supporting services and protocols
Excellent oral communication skills
Excellent customer service skills
Ability to handle high priority problem calls and interface with a variety of clients
Great attention to detail
Strong organizational skills with the ability to manage priorities and workflow
Versatility, flexibility, and a willingness to work with constantly changing priorities
Existing DOD-M (8570) Certification or obtain within thirty (30) days after accepting offer, DOD-M (8570) Certification is required, such as Security+, CASP, or CISSP, etc.
Candidate must possess an Active Secret Clearance; or must be eligible for an Active Secret Clearance to be considered for this position
Bachelor’s Degree in computer science or related field
MCDST certification or higher
Security + CE certifications
ITIL v3 Foundations certification
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.