Service Desk Analyst

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

Job summary

CACI International is seeking a Service Desk Analyst to support an IT service desk handling 15,000 tickets monthly for a 20,000+ user DHS community. The role emphasizes customer service, advanced troubleshooting, and hands-on software/AD management across Windows platforms.

You will work an afternoon window (Thu 1pm-7pm and Fri-Sat 12hr shifts) as part of a full-time team delivering reliable incident resolution and stakeholder satisfaction.

Qualifications

• BA/BS and 3 years of relevant experience.
• Experience with patch management software (e.g., SCCM).
• Experience using ServiceNow for incident tracking.
• Advanced Active Directory administration and management.
• Familiarity with Problem Management processes.

Responsibilities

• Respond to customer calls with professional etiquette and timely updates.
• Analyze and resolve complex service requests escalated by junior analysts.
• Troubleshoot desktops and laptops using remote tools (BOMGAR).
• Install, upgrade, and remove software; map network drives; configure shared drives.
• Support a 20,000+ user community and roughly 15,000 tickets monthly.
• Work an 8-hour shift 1pm–7pm Thursday and 12-hour shift Friday and Saturday.

Skills

Windows OS troubleshooting

Active Directory

ServiceNow

SCCM

Microsoft Office

Network troubleshooting

Customer service

ITIL knowledge

Education

BA/BS in IT or related field

Tools

Remote support tools (BOMGAR)

Patch management software

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.

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

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.

The proposed salary range for this position is:

$59,600 - $122,100

CACI is anEqualOpportunity 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 otherprotectedcharacteristic.