Enterprise Service Desk Tech: 1st‑Line Support (Hybrid)

CACI; Oklahoma City (OK); Hybrid; USD 20,000 - 29,000; Full time

Job summary

CACI is seeking an Enterprise Service Desk Associate Technician to triage and route incoming IT support requests under the EITaaS contract with the Air Force. You will assess urgency, perform initial troubleshooting, and guide users through basic solutions for first-contact resolution.

Roles operate 24/7 with day, weekend, and swing shifts and potential hybrid work options. Strong communication and Service Desk experience are essential to support DoD missions and maintain high service levels.

Qualifications

• DoD Secret Clearance required
• High School diploma with 2+ years of technical experience; Associate’s degree may substitute
• Strong verbal and written communication skills
• Proven ability to work in a collaborative, team-oriented environment
• Familiarity with Service Desk operations and ticket handling
• Hands-on experience with end-user devices and common applications

Responsibilities

• Initial assessment and categorization of incoming support requests
• Provide first-line troubleshooting and guide users through basic solutions
• Escalate complex issues to specialized teams with proper documentation
• Use ServiceNow for incident tracking, ticketing, and reporting
• Contribute to process improvements by identifying recurring issues and efficiencies

Skills

DoD security clearance

Technical experience 2+ years

Communication skills

Team-oriented

End-user devices support

Service Desk operations familiarity

Troubleshooting guidance

ServiceNow knowledge

Education

High School Diploma

Associate’s degree in a relevant field

Tools

ServiceNow

Job description

CACI is seeking an Enterprise Service Desk Associate Technician to triage and route incoming IT support requests under the EITaaS contract with the Air Force. You will assess urgency, perform initial troubleshooting, and guide users through basic solutions for first-contact resolution.

Roles operate 24/7 with day, weekend, and swing shifts and potential hybrid work options. Strong communication and Service Desk experience are essential to support DoD missions and maintain high service levels.