Service Desk Analyst

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

Job summary

CA CI International? Actually CACI International Inc. is seeking a Service Desk Analyst to support DHS-related IT services.

You will provide mid-level incident and request handling for a large user community, leveraging remote tools and strong customer service skills. The ideal candidate has solid Windows and Office support experience, familiarity with SCCM and ServiceNow, and a proactive mindset for resolving issues in a fast-paced environment.

Qualifications

• BA/BS and 3 years of relevant experience.
• ITIL v4 certification (must obtain within 6 months of hire).
• HDI, MCP, CompTIA A+/Network+/Security+ certifications desirable.
• Knowledge of Configuration Change Management practices.

Responsibilities

• Respond to customer calls or inquiries for service and support.
• Analyze and resolve complex service requests and incidents.
• Use remote control tools to troubleshoot desktops and laptops.
• Set up shared/network drives, install/update software, and perform network troubleshooting.

Skills

Windows troubleshooting

Office 365 support

Browser troubleshooting

Remote support

Problem management

Education

Bachelor's degree

Tools

SCCM

ServiceNow

Active Directory

Job description

Job Title: Service Desk AnalystJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: NoneEmployee Type: RegularPercentage of Travel Required: NoneType 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 :The Service Desk Analyst shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager will work to ensure all Service Level Agreements are met.• 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 SaturdayEducation & Experience:• BA/BS and 3 years of relevant experienceDesired:• 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 - $122,100CACI 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.