End User Support Technician - Mid

CACI International; Arlington (TX); On-site; USD 60,000 - 122,000; Full time

Job summary

CACI is seeking an End User Resource Specialist (Mid) to join our team in Arlington, VA. The End User Tech provides intermediate level on-site technical support for customer network systems, handling installations, testing, and troubleshooting of end-user devices and peripherals.

The role requires strong analytical and problem-solving skills, experience with Active Directory/Intune and ITSM tools, and the ability to work with federal contracts.

Qualifications

• Requires High School diploma and minimum six years’ relevant experience.
• Minimum of 2 years supporting a federal contract.
• Background in WIN 11 support, systems analysis, network or software design/administration, requirements analysis, or systems/applications software development.
• Proven analytical and problem-solving abilities.
• Ability to conduct research into PC and software issues and products as required.
• Experience with Active Directory/Intune.
• Experience working in an ITSM such as Remedy or ServiceNow.
• Ability to obtain a DHS HQ EOD.
• Ability to escalate issues appropriately to leadership.

Responsibilities

• Collaborates with customer/company and colleagues to gain understanding of issues to be resolved.
• Effectively manages time to respond to service calls in a timely fashion.
• Completes intermediate installations and perform system test procedures; troubleshoots and resolves issues not solvable remotely.
• Provide surge support to other teams during surge periods.
• Performs smaller scale moves, adds, or changes of client equipment as needed.
• Prepares for on-site installations by reviewing site requirements.
• Obtains software and reviews relevant documentation prior to visiting customer sites.
• Provides technical support for end-user hardware, software, peripherals, and wireless technologies.
• Documents changes in ServiceNow to keep asset and configuration information up to date.
• Executes and maintains IT asset inventory information and performs ad hoc inventories.
• Implements software and hardware solutions; integrates with the customer’s network and equipment.
• Troubleshoots and resolves technical issues as they occur.
• Provides basic system administration training to technical users.

Skills

Analytical thinking

Problem solving

Researching PC issues

Education

High School diploma

Tools

Active Directory

Intune

ServiceNow

Remedy

Job description

Job Title: End User Support Technician - Mid

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

* * *

The Opportunity:

CACI is seeking an End User Resource Specialist (Mid) to join our team in Arlington, VA. The End User Tech provides intermediate level on-site technical support for customer/company network systems. Performs non-routine installation and/or maintenance assignments. Tests, locates, repairs and troubleshoots network equipment problems.

Responsibilities:

• Collaborates with customer/company and colleagues, and other resources to gain a better understanding of the issue(s) to be resolved.
• Effectively manages time to respond to service calls in a timely fashion.
• Completes intermediate installations and perform system test procedures. Troubleshoots and resolves issues that cannot be solved remotely.
• Provide surge support to other teams as needed during times of surge
• Performs smaller scale (move, adds, or changes of client’s) equipment as needed.
• Prepares for on-site installations by reviewing site requirements.
• Obtains software and reviews relevant documentation prior to visiting customer sites.
• Provides technical support for end user hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies
• Stages the installation and upgrades in a lab environment prior to the site visit when necessary.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date
• Executes and maintains IT asset inventory information, completing ad hoc inventories and updating asset lists
• Performs implementation of software and hardware solutions; integrating with the customer’s network and equipment.
• Troubleshoot sand resolves technical issues as they occur.
• Provides basic system administration training to technical users.

Qualifications:

Required:

• High School diploma, and minimum six years’ relevant experience.
• Minimum of 2 years supporting a federal contract
• Background in WIN 11 support, systems analysis, network or software design/administration, requirements analysis, or systems/applications software development.
• Proven analytical and problem-solving abilities
• Ability to conduct research into PC and software issues and products as required
• Experience with Active Directory/Intune
• Experience working in an ITSM such as Remedy or ServiceNow
• Ability to obtain a DHS HQ EOD
• Ability to escape issues appropriately and timely to leadership

Desired:

• ITIL v4 Foundations
• HDI Desktop Support Technician

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.

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
• time off benefits

The proposed salary range for this position is:

$59,600 - $122,100

CACI is anEqualOpportunity 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 otherprotectedcharacteristic.