Consolidated Service Desk Senior Analyst

CACI International Inc; Nebraska; On-site; USD 44,000 - 92,000; Full time

Job summary

An established industry player is seeking a Consolidated Service Desk Senior Analyst to enhance their Service Desk team. This role involves providing advanced technical support and ensuring high-quality service delivery to end-users. You will manage incident reporting, enhance user experiences, and act as a liaison between IT departments and users. With a focus on integrity and continuous growth, this position offers a unique opportunity to contribute to critical missions while enjoying a supportive work environment. Join a team that values your contributions and fosters professional development.

Benefits

Flexible time off

Healthcare benefits

Continuing education support

Qualifications

• Top Secret security clearance with SCI eligibility required.
• 3 years of experience in a related field.

Responsibilities

• Manage call center services and incident reporting.
• Provide exceptional customer service to end-users.

Skills

Problem-solving skills

Communication skills

Customer service orientation

Education

BA/BS degree

Certifications (ITIL4, HDI)

Tools

ITSM Tools

Job description

Consolidated Service Desk Senior Analyst

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Consolidated Service Desk Senior Analyst

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Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

* * *

The Opportunity

CACI is seeking a Consolidated Service Desk Senior Analyst for a critical role in daily operations of the Service Desk team, serving as a key point of contact for technical assistance and service delivery. This position involves providing advance level support, ensuring high-quality service to end-users and contributing to ensuring secure and efficient IT environments.

The work location for this position is Omaha, Nebraska. The position is contingent upon award of the United States Strategic Command SCITLS contract.

Responsibilities

Service Desk Analyst, Senior:

• Manages call center services/incident reporting and conducts first call resolutions
• Tracks and elevates incidents within the incident management process for restoration of IT services command-wide 24x7
• Provide exceptional customer service and act as a liaison between the IT departments and end-users to enhance the user experience
• Provides USSTRATCOM with NIPRNET Voice over Internet Protocol (VoIP) capabilities through direct and comprehensive system and device O&S
• Conducts incident management, routing, and escalation of high-volume telephone calls, emails, ITSM Tools, and walk-in requests
• Manages kiosk usage (e.g., walk-in services, CAC, user account actions) and Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services
• Trains other team members on how to relate with clients in the course of the job to ensure that they are treated in a professional and cordial manner
• Possesses and applies comprehensive knowledge across key tasks and high-impact assignments
• Performs and leads major technology assignments
• Functions as a technical expert across multiple project assignments
• May supervise others
  
  

Qualifications

Required:

• Top Secret security clearance with SCI eligibility
• BA/BS + 3 YRS
• Required 8140 Cert within 6 months of start date: 411 - Intermediate; GFACT or CND or Security+ or GSEC; OR Applicable degree ABET accredited/CAE designated; OR Training
• AND
• Additional Cert: ITIL4 or HDI certification, or experience in lieu of certification desired
• Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment
• Exceptional communication and interpersonal skills, with a strong customer service orientation
  
  

________________________________________________________________________________________

What You Can Expect

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

________________________________________________________________________________________

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.

The Proposed Salary Range For This Position Is

$44,700 - $91,700

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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