CACI International Jobs

Job Information

CACI International Service Desk Analyst in National Harbor, Maryland

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


Qualified candidates will provide entry-level support for an Information Technology (IT) Help Desk, which receives and resolves 15,000 tickets monthly through the ServiceNow service management software. The IT Help Desk supports a 12,000+ user community within the Department of Homeland Security (DHS).

More About the Role:

Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support

  • Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, chat, email and ticketing

  • Demonstrate Active Listening skills to be able to decipher the problem by listening to the user, and then translating the descriptions in tech language

  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support

  • Demonstrate the aptitude to learn and grow into a midlevel analyst to diagnose and resolve more and complex service requests and incidents.

  • Leverage remote control technology (such as BOMGAR), while troubleshooting desktop and laptop problems

You’ll Bring These Qualifications:

  • Ability to obtain DHS Entry on Duty (EOD)

  • High School Diploma or equivalent + three years applicable experience

  • Strong level of conversance with Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer, Edge Chromium and Mozilla Firefox

  • Experience installing, upgrading, and removing software

  • Experience using ServiceNow (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).

  • Familiarity with Active Directory management & administration

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

This position description is not an active opening, but is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

Company Overview:

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

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. Learn more here (https://careers.caci.com/global/en/employee-benefits)

The proposed salary range for this position is:

$45,400 - $90,900

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