Back to Jobs search

Service Desk Analyst

CACI International • Fort Washington, MD • 8h ago

Job Title: Service Desk Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

The Opportunity:

CACI is seeking a Service Desk Analyst to support an existing IT Service Desk team. As a Service Desk Analyst, you will provide mid-level support to a team that receives and resolves 15,000 tickets month, in support of a 12,000+ user community within the Department of Homeland Security (DHS). The Service Desk Analyst shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager will work to ensure all Service Level Agreements are met.

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

Qualifications:

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

Desired:

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

What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Pay Range :

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$49,900 - $100,000

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

Go to Apply

Bilingual Receptionist

Robert Half • Bethesda, MD • 9h ago

Management & Administrative

Description Join our team as a Bilingual Receptionist and become the welcoming face and voice of our organization. We are seeking a professional who thrives in a fast-paced environment and can effectively communicate in...

9h ago

Go to Apply

Bilingual Receptionist - Residential Real Estate Management

Robert Half • Silver Spring, MD • 9h ago

Management & Administrative

Description Join our dynamic real estate management team as a Bilingual Receptionist. In this role, you will serve as the first point of contact for residents, vendors, and guests, ensuring all inquiries are handled prof...

9h ago

Go to Apply

Director, Account Management

Mastercard • Washington, DC • 9h ago

Management & Administrative

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wid...

9h ago

Go to Apply

Bilingual Receptionist

Robert Half • Silver Spring, MD • 9h ago

Management & Administrative

Description We are looking for a Bilingual Receptionist who will be the first point of contact for visitors and callers, managing incoming communications in multiple languages, greeting guests, and providing general admi...

9h ago

Go to Apply

Bilingual Receptionist

Robert Half • Silver Spring, MD • 9h ago

Management & Administrative

Description Are you a dynamic professional with a passion for providing exceptional customer service? Our client is seeking a Bilingual Receptionist to join their team. In this pivotal role, you will serve as the first p...

9h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.