Hybrid IT Service Desk Technician

CACI International Inc.; Oklahoma City (OK); Hybrid; USD 39,000 - 54,000; Full time

Job summary

CACI International Inc. is seeking an IT Service Desk professional to provide first-line support for hardware, software, and network issues. The role includes triage, documenting resolutions, and updating self-help resources, with potential hybrid on-site/remote work after training.

Responsibilities include incident management, SLA adherence, and collaboration with specialists. Strong communication and problem-solving skills are essential for success in a fast-paced environment.

Qualifications

• Requires basic knowledge of systems and procedures obtained through prior work experience or education.
• Preferably has 3 years of experience.
• Proficiency with Windows 10 operating system.
• Experience and knowledge of installation, configuration, and troubleshooting of computers.
• Knowledge of help desk call tracking management systems; ServiceNow desired.

Responsibilities

• Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, mobile devices, and other computer-related technologies.
• Routes incidents to product line, application, or system support specialists when beyond scope.
• Interviews user to collect information about problem and guides through diagnostic procedures.
• Troubleshoots problems with operating systems, applications, remote access, email, and wireless issues.
• Opens, tracks, and closes trouble tickets; ensures ownership and end-user satisfaction.
• Manages Active Directory accounts and RSA token provisioning.

Skills

Windows 10

Help desk experience

Experience with IT support

Communication skills

Troubleshooting hardware

Tools

ServiceNow

Active Directory

RSA token provisioning

Job description

CACI International Inc. is seeking an IT Service Desk professional to provide first-line support for hardware, software, and network issues. The role includes triage, documenting resolutions, and updating self-help resources, with potential hybrid on-site/remote work after training.

Responsibilities include incident management, SLA adherence, and collaboration with specialists. Strong communication and problem-solving skills are essential for success in a fast-paced environment.