End User Support Technician — DHS NCR (On-Site)

CACI International; Washington; On-site; USD 71,000 - 149,000; Full time

Job summary

CACI is seeking an EUS NEO Technician to join our team supporting the Department of Homeland Security. This on-site role provides end-user IT support across laptops, printers, tablets, and peripherals in a 24/7 environment within the National Capital Region.

You will perform remote and in-person installations, break/fix, and lifecycle management, with focus on ServiceNow ticketing, AD administration, and exposure to VTC and collaboration tools.

Qualifications

• Ability to obtain a DHS Entrance on Duty (EOD).
• Ability to obtain a Top Secret clearance.
• Bachelor’s degree and 6 year of relevant experience or equivalency.
• In-depth troubleshooting on Windows 11, Microsoft Office products, and various Internet browsers including Microsoft Edge and Mozilla Firefox.
• Experience with patch management software (e.g., SCCM and InTune).
• Experience installing, upgrading, and removing software.
• Experience using ServiceNow service management software 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).
• Advanced experience with Active Directory management & administration.
• Knowledgeable of Problem Management best practice and processes.
• Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
• ITIL v4 Foundation certification (not required to start but expected to attain in first six months).
• Ability to travel locally within National Capital Region
• Physically capable of lifting and moving fifty (50lbs)
• Able to work in confine

Responsibilities

• Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Reviews pending tickets daily, updating work details according to DSS ticket management procedures.
• Investigates and resolves all connectivity issues related to IT equipment.
• Performs daily checks with customers and their support staff.
• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provides end user equipment life cycle replacement support.
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
• Assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Contribute to documentation in the Knowledge Base, SOPs, work instructions, and job aids.
• Continuously cross-train in systems and network administration.
• Perform additional duties as assigned.

Skills

Windows 11

Active Directory

Microsoft Teams Room

ITIL v4

SCCM

InTune

ServiceNow

Troubleshooting

Education

Bachelor’s degree and 6 year of relevant experience or equivalency

Tools

SCCM

InTune

ServiceNow

Job description

CACI is seeking an EUS NEO Technician to join our team supporting the Department of Homeland Security. This on-site role provides end-user IT support across laptops, printers, tablets, and peripherals in a 24/7 environment within the National Capital Region.

You will perform remote and in-person installations, break/fix, and lifecycle management, with focus on ServiceNow ticketing, AD administration, and exposure to VTC and collaboration tools.