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CACI International Deskside Support Technician in Arlington, Virginia

Deskside Support Technician

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

  • As a Deskside Support Technician, you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. This position will be located in the (NCR) Crystal City, VA. area.

  • What You’ll Get to Do:

. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.

More About the Role:

Highlights of Responsibilities:

  • Provide technical support for system users.

  • Assist in designing, analyzing, and maintaining highly complex enterprise infrastructure environments

  • Must also be able to assist with customer inquiries and have a working role on the team.

  • Assist in the development of performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

  • Utilize ITIL best practices to enhance and optimize the services provided to end users

  • Complete and provide regular Service Desk metrics reports

  • Expert knowledge in the implementation of an enterprise knowledge base and knowledge management best practices

  • Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.

  • Resolve customer issues effectively or escalate them to appropriate support tiers.

  • Work with management in assessing staff performance/reviews/changes.

  • Assist in the management of Service Desk resources for optimal performance.

  • Assist in the professional and technical development of the team

  • Meet customer requirements for Service Desk performance.

You’ll Bring These Qualifications:

Qualifications

Requirements

  • Clearance Required: US Department of Defense (DOD) issued Secret Clearance

  • Strong customer service orientation.

  • Proven analytical and problem-solving abilities.

  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Good written, oral, and interpersonal communication skills.

  • Ability to conduct research into PC and software issues and products as required.

  • Ability to present ideas in business-friendly and user-friendly language.

  • Highly self-motivated and directed.

  • Keen attention to detail.

  • Team-oriented and skilled in working within a collaborative environment.

Required Education and Experience:

  • Required Experience: 2 - 7 years of professional experience supporting PC hardware and software systems.

  • Required Education: Bachelor’s Degree or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE

  • Certification: CompTIA Security+, and ITIL v3 Foundations AND HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities

  • ITILv3 Foundation minimum certification preferred.

  • MINIMUM MUST HAVE ACTIVE DOD SECRET CLEARANCE

Physical Requirements:

This position requires the ability to perform the below essential functions:

  • Sitting for long periods

  • Standing for long periods

  • Ambulate throughout an office

  • Stoop, kneel, crouch, or crawl as required

  • Repeatedly lift and carry weight up to 50 pounds

What We Can Offer You:

  • We’ve been named a Best Place to Work by the Washington Post.

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

  • We offer competitive benefits and learning and development opportunities.

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview: 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 an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

As directed by Executive Order 14042, all current and newly hired employees are required to be fully vaccinated for COVID-19 by January 18, 2022 and provide proof of vaccination, except where they are legally entitled to an exemption/accommodation.

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