Enterprise Service Desk Senior Technician (SIPRNet)

CACI; Oklahoma; Hybrid; USD 23,000 - 33,000; Full time

Job summary

CACI is seeking a Senior Enterprise Service Desk Technician to support the EITaaS contract for the Department of the Air Force. This role involves delivering advanced technical support for SIPRNet, with focus on incident management and knowledge-base creation.

Operations run 24/7 within a secure facility at Tinker AFB. Hybrid work options may be available in support of unclassified ops based in Oklahoma City.

Qualifications

• Ability to obtain and maintain a DoD Secret clearance.
• High school diploma; 6–10 years relevant technical support experience.
• Bachelor's degree may substitute for up to five years of relevant experience.
• Ability to obtain CompTIA Security+ certification within six months of hire.
• Strong verbal and written communication; ability to explain technical concepts.

Responsibilities

• Deliver advanced technical support by troubleshooting hardware, software, network, and user access issues.
• Manage incidents from intake to resolution with updates and escalations as needed.
• Use ServiceNow to track incidents, service requests, resolutions, and reporting.
• Create and maintain knowledge base articles to improve efficiency and self-service.
• Collaborate with team and stakeholders to ensure high-quality customer support.
• Participate in cross-training and process improvement to strengthen team capability.
• Maintain compliance with SLAs and security in a classified environment.

Skills

Communication skills

Teamwork

Incident management

Technical support

Education

High school diploma

Bachelor's degree substitute for up to five years

Tools

ServiceNow

Job description

Job Title: Enterprise Service Desk Senior Technician (SIPRNet)

Job Category: Service Contract Act

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

The Opportunity:

CACI is seeking a Senior Enterprise Service Desk Technician to support the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. As part of a team driving the modernization of Air Force IT operations, you will help transition support services from a traditional base-centric model to a streamlined enterprise service delivery approach.

This is an exciting opportunity to help establish and support a new centralized Secret Internet Protocol Router Network (SIPRNet) Service Desk capability . In this role, you will provide advanced technical support, resolve complex issues, and contribute to an exceptional customer experience for mission-critical users.

Operations are conducted 24/7 within a secure facility at Tinker Air Force Base. Team members may work a variety of schedules, including days, weekends, and swing shifts. Hybrid work opportunities may also be available in support of unclassified operations based in Oklahoma City.

Responsibilities:

• Deliver advanced technical support by troubleshooting and resolving complex hardware, software, network, and user access issues.
• Manage incidents from initial intake through resolution, ensuring timely updates, accurate documentation, and appropriate escalation when needed.
• Utilize ServiceNow to track incidents, manage service requests, document resolutions, and support reporting requirements.
• Create, maintain, and enhance knowledge base articles to improve operational efficiency and expand self-service capabilities.
• Collaborate with team members and stakeholders to ensure consistent, high-quality customer support.
• Participate in cross-training initiatives, knowledge-sharing activities, and process improvement efforts to strengthen overall team capability.
• Maintain compliance with established service levels, security requirements, and operational procedures within a classified environment.

Qualifications:

Required:

• Ability to obtain and maintain a DoD Secret Security Clearance .
• High school diploma and 6 to 10 years of relevant technical support experience.
• A bachelor's degree in a related field may substitute for up to five years of relevant experience.
• Ability to obtain a CompTIA Security+ certification, or equivalent certification, within six months of hire.
• Strong verbal and written communication skills with the ability to explain technical concepts to a variety of audiences.
• Demonstrated ability to work effectively in a collaborative, team-oriented environment.
• Experience supporting service desk operations, including troubleshooting, incident management, and ticket resolution.
• Hands-on experience supporting end-user devices, operating systems, applications, and related support tools.

Desired:

• Active DoD Secret Clearance or higher.
• CompTIA Security+ certification or equivalent.
• Experience supporting users and systems within classified environments.
• Experience using ServiceNow or a comparable IT service management platform.
• Experience working in a 24/7 operational support environment.

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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:

This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI's government contract for the work location.

Minimum Required Hourly Wage: $20.26

There are a host of other facto