Enterprise Service Desk Support Analyst

CACI; Oklahoma City (OK); Hybrid; USD 28,000 - 34,000; Full time

Job summary

CACI seeks an Enterprise Service Desk (ESD) Support Analyst to deliver frontline IT assistance under the EITaaS contract with the DoD. You will support ESD Technicians, troubleshoot a broad range of tools and applications, and share expertise to improve service quality.

The role operates on a Monday–Friday 0800-1630 schedule with potential for hybrid work. You will use ServiceNow for incident tracking, image Windows workstations, manage VTC displays, and mentor junior staff.

Qualifications

• DoD Secret clearance required.
• High School diploma and 6+ years of technical experience (Bachelor’s may substitute 5 years).
• Experience supporting office environments with networks, desktops and applications.
• Familiarity with Service Desk operations and ticketing.

Responsibilities

• Provide frontline technical support and mentorship to ESD Technicians.
• Resolve technical issues across a wide range of tools and technologies.
• Utilize ServiceNow for incident tracking and reporting to ensure documentation and efficiency.
• Image Windows workstations, patching and security configurations.
• Manage VTC and conference room displays and resources.

Skills

Customer service

Tech support

ServiceNow

Imaging Windows

VTC management

Education

High School diploma

Bachelor's degree substitution

Tools

ServiceNow

Job description

Job Title: Enterprise Service Desk Support Analyst 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: Local

The Opportunity:

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

Responsibilities:

We’re seeking motivated Enterprise Service Desk (ESD) Support Analysts to directly support our ESD Technicians by resolving technical challenges across the wide of tools and technologies they rely on. Your expertise will enable our ESD Technicians to focus on providing exceptional customer support. In addition to delivering frontline technical support, you’ll provide on-the-job training and mentorship to new technicians and serve as a subject matter expert. If you’re passionate about problem-solving and thrive in a collaborative environment, this is your opportunity to make a meaningful impact.

While our operations run 24/7, the shift for this role is Monday–Friday 0800 - 1630 (start time may vary by ±1 hr), with potential for hybrid work opportunities.

Responsibilities:

• Customer-Focused Approach: Maintain a high level of customer service, mirroring the expectations we have for our ESD Technicians.
• Technical Support and Expertise: Deliver high-quality, timely support by resolving technical issues for technicians. Utilize deep knowledge of systems and applications, share expertise, contribute to knowledge development, and offer feedback to improve processes and ensure consistent service quality across the team.
• ServiceNow Proficiency: Utilize ServiceNow for incident tracking, ticketing, and reporting to ensure efficient workflow and accurate documentation, following through resolution.
• Workstation Imaging: Image Windows workstations to ensure they are properly patched and ready for deployment, maintaining up-to-date software and security configurations.
• VTC and Display Management: Oversee Video Teleconferencing (VTC) management for conference rooms, ensuring resources are properly maintained and available. Includes displays around the facility.

Qualifications:

Required:

• Capable of obtaining and maintaining a DoD Secret Clearance
• High School diploma and 6+ years’ technical experience (Bachelor’s degree in relevant field may be substituted for 5 years of relevant experience)
• Experience in supporting office environments with a diverse range of technologies, including networks, desktops, and applications
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling
• DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)

Desired:

• An active DoD Secret or higher clearance
• Experience using Service Now service management software (or similar tool)

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 factors that can influence final salary including, but not limited to, geographical location, 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.

• We offer competitive compensation, benefits and learning and development opportunities.
• At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

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.