End User Support Technician - Mid

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

Job summary

CACI International Inc. in Arlington, VA seeks an End User Support Technician (Mid) to deliver on-site technical assistance for end-user devices and software. You will resolve issues, perform installations, and document changes in ServiceNow while collaborating with customers and teammates.

The role requires a DHS HQ EOD eligibility, Windows 11 experience, and ITSM familiarity. On-site support with occasional surge duties ensures smooth operations for client networks.

Qualifications

• High School diploma or equivalent.
• 6+ years of relevant experience.
• 2+ years supporting a federal contract.
• Experience with Windows 11 support.
• Experience with Active Directory/Intune.
• Experience with ITSM tools (Remedy or ServiceNow).
• Ability to obtain a DHS HQ EOD.
• Ability to escalate issues to leadership.

Responsibilities

• Collaborates with customer and colleagues to understand issues.
• Manages time to respond to service calls promptly.
• Performs intermediate installations and system tests.
• Troubleshoots issues that cannot be resolved remotely.
• Provides surge support to other teams as needed.
• Prepares for on-site installations by reviewing site requirements.
• Documents changes in ServiceNow to keep asset/config data up to date.
• Implements software/hardware solutions and integrates with customer networks.
• Provides basic system administration training to users.

Skills

End user support

Windows 11

AD/Intune

ITSM (Remedy/ServiceNow)

Troubleshooting

Documentation

Tools

ServiceNow

Remedy

Job description

Job Title: End User Support Technician - MidJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: NoneEmployee Type: RegularPercentage of Travel Required: NoneType 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 escalate issues appropriately and timely to leadershipDesired:• 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, and time off benefits.The proposed salary range for this position is:$59,600 - $122,100CACI 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.