CACI International Integrated Service Center Technician – BITS Frontline in Chantilly, Virginia
The Integrated Service Center Technician will provide front line support and act as the primary point of contact for a large government organization with diverse customers. Service Center Technicians will provide the highest quality customer care with every interaction. This role requires effective customer service skills, emphasizing problem-solving, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be able to reduce escalations and demonstrate the essential customer service skills required to improve overall customer satisfaction.
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 knowledge articles for resolutions.
Executes against established Service Level Agreements (SLA).
Documents resolutions and updates self-help and staff knowledge bases.
Notifies local management to recurring problems and patterns of problems.
What You'll Get To Do:
Supporting a 24x7 world-class service center.
Provides first level support for inbound incidents and Service Requests.
Provide front line phone and email support related to system and application issues.
High comfort level working with technology at a fast pace.
Ability to quickly route issues according to issue type and severity.
Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting).
The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone.
You'll Bring These Qualifications:
Active TS/SCI with a Poly required.
1-3 years of experience in Help Desk support and/or networking.
HS diploma or equivalent.
Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred.
Ability to work rotating shift-work.
Experience working with Help Desk ticketing tools and knowledge base resources.
Experience troubleshooting Microsoft Desktop Operating Systems.
Familiarity with server and or desktop virtualization.
Familiarity with networked storage.
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.