Technical Operations Center Service Desk Agent - Weekend

CACI International; Arlington (VA); Hybrid; USD 59,000 - 123,000; Full time

Job summary

CACI International is seeking a TOC Service Desk Agent - Weekend to deliver Tier 1 support in a fast-paced environment. You will engage with users through multiple channels, ensuring quick resolution and outstanding customer service. This role requires a balance of technical expertise and interpersonal skills, with opportunities for professional growth. The position offers a hybrid work model with a mix of on-site and remote responsibilities.

Qualifications

• 3 years' experience in IT support or equivalent.
• Certification in COMPTIA A+, Network+, or Security+ is highly desired.
• Ability to analyze and resolve complex service requests.

Responsibilities

• Serve as first contact for CISA users submitting inquiries via phone, chat, and email.
• Analyze and resolve incidents quickly, documenting each step in ServiceNow.
• Collaborate with teams to monitor and perform health checks of systems.

Skills

Troubleshooting

Problem Solving

Customer Service

Attention to Detail

Education

BA or 3 years applicable experience

9 years experience without degree

Tools

ServiceNow

Active Directory

Windows Operating Systems

Job description

Technical Operations Center Service Desk Agent - Weekend

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 Opportunity:

CACI is seeking a TOC Service Desk Agent - Weekend to join our 24x7x365 Technology Operations Center (TOC) supporting a federal government customer. The TOC Agent - Weekend will be responsible for Tier 1 services across 20+ systems and applications ensuring standardized incident response and request fulfillment against customer defined SLAs. They will work closely with other operations and engineering teams to quickly identify issues impacting the enterprise, triage, resolve incidents, document for root cause analysis, and complete pre-defined requests.

This position is hybrid (up to 2 – 3 days on site) in Arlington, VA.

Day Agent Shift: Sat – Sun, 7am – 7pm & Mon - Wed, 8am – 4:30pm

Training: first 4 – 6 weeks of training is Mon – Fri, 8am – 4:30pm

Night Agent Shift: Sat – Sun, 7pm – 7am & Tue - Thu, 8am – 4:30pm

Training: first 4 – 6 weeks of training is Mon – Fri, 10pm – 6:30am

Responsibilities:

• Serve as first contact for CISA users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing.
• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
• Demonstrate strong writing and communication skills, attention to detail, problem solving, and a desire to provide outstanding customer service.
• 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 technical skills and experience to analyze and resolve technical issues and tasks, including but not limited to setting up new employees, off-boarding employees, managing user accounts via Active Directory console, mapping network drives, installing and troubleshooting software / hardware issues, and network troubleshooting.
• Investigate and diagnose incidents to restore network services as quickly as possible, ensuring all incident details and restoration steps are thoroughly documented in the ServiceNow ticketing platform.
• Routinely collaborate with Government Leads, Watch Officers, and other Operational Teams in the communication and investigation of high priority troubleshooting efforts using the appropriate escalation procedures
• Perform all tasks in accordance with established team Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).
• Lead in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions.
• Ensure proper monitoring of systems or support requests are implemented for optimal uptime, customer service, and support.
• Draft and send incident notifications to government stakeholders and other support teams.
• Monitor and perform health checks of systems critical to infrastructure.
• Document, track, and coordinate incidents in ServiceNow.
• Escalate unresolved issues to Tier II/III.
• Joins troubleshooting bridge calls for major incidents.
• Perform Tier I-level administration tasks to fulfill pre-defined requests and tasks.
• Based on recommendations from management, implements new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Prepare and send reports on incident status and performance of request fulfillment.
• Create and update documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train team in systems and network administration.

Qualifications:

Required:

• Ability to obtain DHS Entry on Duty (EOD)
• BA + 3 years’ applicable experience, or 9 years’ experience without degree
• Excellent troubleshooting and problem-solving skills on Windows Operating Systems (Windows 11 and Server), Microsoft Office 365, Active Directory, network issues
• 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 (applications, tools, servers, switches, virtual hosts, etc.)
• Strong experience with Active Directory management & administration

Desired:

• The following certifications are highly desired:
  • COMPTIA A+, or Network+, or Security+
  • ITIL Foundation
  • Knowledgeable of Problem Management best practice and processes

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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.

Your potential is limitless. So is ours.

Learn more about CACI here.

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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. Learn more here.

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.