Technical Operations Center Service Desk Agent

CACI International; Arlington (VA); On-site; USD 54,000 - 111,000; Full time

Job summary

A leading company in the IT sector is seeking a Technical Operations Center Service Desk Agent to provide mid-level support for an IT Service Desk. This full-time role involves assisting approximately 6,000 users within the Department of Homeland Security, offering opportunities for growth and advancement. Candidates should possess a Bachelor's degree and relevant experience, along with strong communication and problem-solving skills.

Benefits

Comprehensive benefits including healthcare and retirement

Flexible time off

Learning resources for career development

Qualifications

• 3 years of relevant experience or 9 years total applicable experience.
• Ability to obtain DHS Entry on Duty clearance.
• ITIL Foundation certification.

Responsibilities

• Serve as primary contact for users via various communication channels.
• Analyze and resolve escalated complex service requests.
• Utilize remote control tools for troubleshooting.

Skills

Customer Service

Problem Solving

Attention to Detail

Communication

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Active Directory

BOMGAR

Windows OS

Microsoft Office 365

Job description

Technical Operations Center Service Desk Agent

Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local

The Technical Operations Center (TOC) Service Desk Agent provides mid-level support for an IT Service Desk which handles incident and service request tickets via ServiceNow. The IT Service Desk supports approximately 6,000 users within the Department of Homeland Security (DHS), offering growth and advancement opportunities.

This position is full-time onsite in Arlington, VA.

We are hiring for multiple shifts: 6am-3pm, 7am-4pm, 8am-5pm, 10am-7pm, and 1pm-10pm, Monday through Friday.

More About the Role:

1. Serve as the primary contact for CISA users via phone, web chat, email, and ticketing systems.
2. Provide excellent customer service and maintain professional communication etiquette.
3. Demonstrate strong writing, communication, attention to detail, and problem-solving skills.
4. Analyze and resolve escalated complex service requests and incidents.
5. Use remote control tools (e.g., BOMGAR) for troubleshooting desktops and laptops.
6. Utilize advanced technical skills for tasks such as setting up new employees, managing user accounts via Active Directory, network drive mapping, software/hardware troubleshooting, and network issues.

Required Qualifications:

1. Ability to obtain DHS Entry on Duty (EOD) clearance.
2. Bachelor’s degree or equivalent + 3 years of relevant experience, or 9 years of total applicable experience.
3. ITIL Foundation certification.
4. Flexibility to work night/weekend shifts and adapt to changing coverage needs.
5. Proficiency in troubleshooting Windows OS (Windows 11), Microsoft Office 365, and browsers like Internet Explorer and Firefox.
6. Experience with patch management software, software installation/upgrades/removals.
7. Experience with ServiceNow incident and request tracking.
8. Ability to quickly learn new technologies and DHS-specific software.
9. Advanced skills in Active Directory management.
10. Knowledge of Problem Management best practices.

Preferred Qualifications:

1. Certifications such as COMPTIA A+, Network+, Security+.
2. HDI Certification.
3. Microsoft certifications.

What You Can Expect:

A culture of integrity. At CACI, character and innovation are central. Join a high-performing team dedicated to national safety.

An environment of trust. We value every employee's contribution, offering autonomy, flexible time off, and learning resources.

Focus on growth. We support your career development and collective mission to serve our nation.

Your potential is limitless, as is ours. Learn more about CACI here.

Pay Range

Salary depends on factors like location, experience, skills, education, and certifications. The proposed range is $54,200 - $111,000. We offer comprehensive benefits including healthcare, wellness, retirement, education, and time off. Learn more here.

We are an Equal Opportunity Employer, considering all qualified applicants regardless of race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, veteran status, or other protected characteristics.