Enterprise Service Desk Technician (SIPRNet) Tinker AFB, OK, US

CACI International Inc.; Northern (KY); Hybrid; USD 23,000 - 33,000; Full time

Job summary

CACI International Inc. seeks Enterprise Service Desk Technicians to support the SIPRNet environment within the EITaaS contract for the Air Force. You will deliver front-line IT support, resolve incidents, and improve service delivery in a secure facility setting.

Operations run 24/7 at Tinker AFB with a potential for hybrid work off-base in Oklahoma City. Candidates should have a Secret clearance (or the ability to obtain one) and strong communication skills to thrive in a fast-paced,

Qualifications

• High school diploma and 3–5 years of technical experience; a bachelor’s degree can substitute for 5 years of experience.
• Ability to obtain/maintain a Secret clearance.
• Strong verbal and written communication skills.
• Experience with Service Desk operations and ticket handling.
• Hands-on experience with end-user devices and common applications.

Responsibilities

• Provide advanced technical support to end-users and resolve complex issues.
• Manage incidents from start to resolution with proper documentation and escalation.
• Develop and update Knowledge Base Articles (KBAs) to enable self-service.
• Utilize ServiceNow for incident tracking, ticketing, and reporting.
• Participate in cross-training and share expertise with team members.

Skills

Technical Support

Incident Management

Knowledge Base

ServiceNow

Cross-Training

Education

High School Diploma

Bachelor’s Degree substitute 5 years experience

Tools

ServiceNow

Job description

Job Title: Enterprise Service Desk Technician (SIPRNet)

Job Category: Service Contract Act

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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.

What You’ll Get to Do:

We’re excited to announce an outstanding opportunity for skilled Enterprise Service Desk Technicians to join our team and help us establish a new, centralized Secret Internet Protocol Router Network (SIPRNet) customer support capability. In this role, you’ll be at the forefront of delivering exceptional IT support, ensuring seamless service delivery, and enhancing our overall customer experience. If you thrive in a fast-paced environment and are passionate about making a significant impact, we want you on our team!

Operations are 24/7 in a secure facility at Tinker AFB. You’ll have the opportunity to work a flexible schedule that includes day shifts, weekends, and swing shifts. Additionally, there is potential for hybrid work to complement our existing unclassified operations off-base in Oklahoma City.

Responsibilities:

• Advanced Technical Support: Resolve complex technical issues for end-users, utilizing deep knowledge of systems and applications to deliver high-quality, timely support.
• Incident Management: Actively manage and track incidents from initiation to resolution, ensuring proper documentation and escalation of unresolved issues to maintain service levels.
• Knowledge Base Enhancements: Develop and update Knowledge Base Articles (KBA) to facilitate self-service options and empower both users and team members.
• ServiceNow Proficiency: Utilize ServiceNow to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes.
• Cross-Training: Participate in training and workshops to share expertise with team members, ensuring a well-rounded understanding of processes and tools across the team to enhance collaboration and support.

Qualifications:

Required:

• Ability to obtain/maintain a Secret clearance
• High School diploma and 3-5 years’ technical experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience)
• Strong verbal and written communication skills, with the ability to clearly convey technical information.
• Proven ability to work effectively in a collaborative, team-oriented environment.
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling.
• Hands-on experience with end-user devices, common applications, and support tools.

Desired:

• An active DoD Secret or higher clearance.
• Experience supporting classified environments.
• Security+ Certification.
• Experience using Service Now service management software (or similar tool).

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 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.

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.