Service Desk Analyst

CACI; National Harbor (MD); On-site; USD 60,000 - 122,000; Full time

Job summary

CACI is seeking a Service Desk Analyst to support the DHS IT Service Desk, delivering mid-level assistance to a fast-paced team that handles thousands of tickets for a large user base.

You will troubleshoot Windows, manage AD and software deployment via SCCM, and use ServiceNow to track incidents through resolution. Expect a dynamic environment with both remote and on-site work options.

Qualifications

• BA/BS degree and 3+ years of relevant IT support experience.
• Experience with Windows OS and Microsoft Office products.
• Experience using ServiceNow to track incidents and requests across full lifecycle.

Responsibilities

• Provide mid-level IT support to DHS service desk.
• Respond to customer calls and inquiries with strong customer service.
• Analyze and resolve complex incidents escalated by junior analysts.
• Use remote tools (e.g., BOMGAR) for troubleshooting.
• Install, update, and troubleshoot software; manage drives and network shares.
• Work an 8-hour shift 1pm–7pm Thursdays and a 12-hour shift Fridays and Saturdays.

Education

BA/BS degree

Tools

SCCM

ServiceNow

Active Directory

Job description

Job Title: Service Desk Analyst

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 Service Desk Analyst to support an existing IT Service Desk team. As a Service Desk Analyst, you will provide mid-level support to a team that receives and resolves 15,000 tickets month, in support of a 20,000+ user community within the Department of Homeland Security (DHS)

Responsibilities :

• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
• Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
• Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts
• Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
• Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
• Physical demands: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.

Requirements:

• Ability to obtain DHS EOD
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers to include Microsoft Edge 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
• Ability to work an 8-hour shift between 1pm-7pm Thursday and 12hr shift Friday and Saturday

Education & Experience:

• BA/BS and 3 years of relevant experience

Desired:

• ITIL v4 certification (must obtain within 6 months of hire)
• HDI Certification
• MCP Certification
• COMPTIA A+, or Network+, or Security+ Certification
• Knowledge of Configuration Change Management best practices

What You Can Expect:

A culture of integrity. 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 :

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 CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

$59,600 - $122,100

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.