Service Desk Analyst: Mid‑Level IT Support

CACI International; National Harbor (MD); Presencial; USD 60.000 - 122.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Windows OS troubleshooting

Active Directory

ServiceNow

SCCM

Microsoft Office

Network troubleshooting

Customer service

ITIL knowledge

Educación

BA/BS in IT or related field

Herramientas

Remote support tools (BOMGAR)

Patch management software

Descripción del empleo

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.