Senior Help Desk Technician

CACI International Inc; Italia; In loco; EUR 46.000 - 96.000; Tempo pieno

Descrizione del lavoro

A leading defense contractor is seeking an experienced Senior Help Desk Technician to provide IT support for mission partners in Vicenza, Italy. The role requires a valid Secret Clearance and offers opportunities for career growth in a supportive environment. Responsibilities include managing IT customer service and incident reporting within a dynamic team, with a competitive salary range from $54,500 to $111,400 and additional comprehensive benefits.

Servizi

Comprehensive healthcare

Flexible time off

Continuing education support

Competenze

• Current adjudicated Secret Clearance.
• 8-12 years recent experience in IT.
• ITIL V4 - Intermediate Service Capability.

Mansioni

• Support the Enterprise IT Help Desk Team.
• Manage call center operations and escalate incidents.
• Ensure customer service for end users.

Conoscenze

Customer service skills

Incident management

Technical expertise

Help desk processes knowledge

Formazione

BA/BS

Strumenti

ServiceNow

Remedy

Descrizione del lavoro

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Senior Help Desk Technician

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular-Long Term Assignment

Percentage of Travel Required: Up to 10%

Type of Travel: Local

The Opportunity:

Are you interested in continuing your career in Europe in a mission-focused environment? CACI has upcoming positions supporting the Department of Defense throughout the European theater. We seek experienced, innovative, and motivated IT Specialists to support USAREUR-AF and their Mission Partners in achieving their mission objectives.

CACI offers an excellent opportunity for an experienced, self-directed Help Desk Technician, Senior. This position supports USAREUR-AF Mission Partner SETAF-AF, located OCONUS in Vicenza, Italy, and involves OCONUS travel.

Responsibilities include:

1. Supporting the Enterprise IT Help Desk Team and providing IT customer service for end users.
2. Applying knowledge of help desk processes, systems, equipment, and software (e.g., ServiceNow, Remedy), and supporting Satellite Communications (SATCOM) systems, incident response, and maintenance.
3. Managing call center operations, incident reporting, and first-call resolutions.
4. Tracking and escalating incidents to restore IT services.
5. Routing and escalating support requests via phone, email, ITSM tools, and walk-ins.
6. Managing walk-in services, CAC, user accounts, PKI, LRA, token services, and laptop checkout.
7. Possessing comprehensive knowledge across key tasks and high-impact assignments.
8. Functioning as a technical expert across multiple projects and potentially supervising others.

Qualifications include:

1. Current adjudicated Secret Clearance.
2. BA/BS + 8-12 years recent experience.
3. Certification: 8140 - GFACT, CND, Security+, or GSEC.
4. Extensive knowledge of help desk processes and ITSM systems like ServiceNow and Remedy.
5. Strong customer service skills and ability to resolve complex issues.
6. Deep understanding of incident management, routing, and escalation.
7. Experience managing user support services, PKI/LRA, token services, and laptop checkout.
8. Technical expertise across multiple IT domains and supervisory capability.
9. Ability to handle high volumes of support requests through various channels.
10. Mastery of enterprise IT help desk management, especially in government or military environments.
11. ITIL V4 - Intermediate Service Capability.
12. Adaptability to changing operational needs.
13. Understanding of DoD Military standards and IT security requirements.

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What You Can Expect:

A culture of integrity. At CACI, character and innovation are central. You’ll be part of a high-performing team dedicated to our customer’s missions and committed to national safety.

An environment of trust. We value every employee's contributions and offer autonomy with flexible time off and access to learning resources.

Focus on growth. We aim to advance critical missions, build on our success, and help you grow professionally and personally.

Your potential is limitless. So is ours.

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Pay Range: The salary range is $54,500 - $111,400, influenced by location, experience, skills, education, and certifications. We offer comprehensive benefits including healthcare, wellness, financial, retirement, family support, continuing education, and time off. Learn more about our benefits.