Senior End User Technician

CACI; Arlington (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

CACI International Inc. is seeking a Senior End User Technician to provide on-site and remote IT support for federal staff in Arlington, VA.

The role involves deploying and troubleshooting end user devices, software, and peripherals, with emphasis on strong customer service and adherence to SLA. You will configure equipment, manage tickets in ServiceNow, and work with a variety of technologies including desktops, laptops, tablets, and VOIP devices, while supporting both unclassified and some

Qualifications

• Bachelor's degree or equivalent with 6+ years of experience or 12 years total with AA
• Ability to obtain a DHS Entrance on Duty (EOD)
• Deep troubleshooting on Windows OS (Windows 7/10/All) and Office products
• Experience with patch management software (SCCM)
• Experience installing, upgrading, removing software
• Experience using ServiceNow for ticket tracking
• Ability to learn new technologies quickly
• Active Directory management & administration
• Knowledge of Problem Management processes

Responsibilities

• Provides on-site technical support for hardware, software, and peripherals
• Coordinates desk-side support for software installations and break/fix activities
• Sets up and configures new end user equipment
• Documents changes in ServiceNow to keep asset/configuration data up to date
• Reviews tickets daily and updates work details per procedures
• Investigates and resolves connectivity issues related to IT equipment
• Performs daily checks with customers and support staff
• Participates in site IT equipment MAC planning and lifecycle replacement

Skills

Troubleshooting

Active Directory

ServiceNow

SCCM

Multitasking

Education

Bachelor's degree in a related field

6 years of relevant experience or equivalency

Tools

ServiceNow

SCCM

Windows OS

Job description

Job Title: Senior End User Technician

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

The Opportunity

CACI is seeking a Senior End User Technician to join our team in Arlington, VA. Sr. End User Support Technicians are responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency. The candidate is responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. Sr. EUS technicians support and troubleshoot a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space.

Responsibilities

• Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Reviews pending tickets daily, updating work details according to DSS ticket management procedures.
• Investigates and resolves all connectivity issues related to IT equipment.
• Performs daily checks with customers and their support staff.
• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provides end user equipment life cycle replacement support.
• Self-motivated and proactive - able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.

Qualifications

Required

• Ability to obtain a DHS Entrance on Duty (EOD)
• Bachelor's degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years' experience can be substituted for a total of 12 years experience or an AA + 8 years)
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10, 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
• Experience with patch management software (e.g., SCCM)
• Experience installing, upgrading, and removing software
• Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
• Advanced experience with Active Directory management & administration
• Knowledgeable of Problem Management best practice and processes

Desired

• Project Management Professional (PMP) or Agile (PMI-ACP or IAPM) Certified
• Certified ServiceNow Application Developer, Implementer, or System Administrator certification is highly desired
• Experience with the ServiceNow Project & Portfolio Management (PPM) application
• Experience supporting organization senior staff (e.g. VIPs)

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 have 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.
• CAC I 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 :

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, 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 CA