SERVICE TECHNICIAN - TX (58873)
Information Systems - Help Desk
USA-TX-San Antonio
Security Clearance: TS/SCI with Polygraph
Clearance Status: Must be Current
Schedule: Full Time
Type of Travel: None
Percent of Travel Required: None
Description
This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
POSITION SUMMARY:
Under minimal supervision, responsible for third level telephone support to end user community on hardware, software and network related questions and use.
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, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Troubleshoots determine problems for operating systems, applications and remote access, email, and telephone and wireless issues. Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team. 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. Must possess an advanced technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Requires experience and knowledge of installation, configuration, and troubleshooting of computers. Experience and knowledge of help desk call tracking management system. Requires strong communication and excellent customer service skills.
EDUCATION & EXPERIENCE:
Typically requires associate's degree or equivalent and seven to nine years of related experience.
Security Clearance:
Must be able to obtain a TS/SCI with a polygraph.
PHYSICAL DEMANDS:
Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
CACI is an Equal Opportunity Employer M/F/D/V.
