Technical Operations Center Service Desk Agent - Weekend

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

Job summary

A leading company is seeking a TOC Service Desk Agent for their hybrid Operations Center in Arlington, VA. The ideal candidate will provide Tier 1 IT support, ensuring swift incident resolution and excellent customer service. Join a culture focused on integrity and professional growth, supporting essential national security missions.

Qualifications

• Ability to obtain DHS Entry on Duty (EOD).
• Strong troubleshooting skills on Windows OS, Office 365, and network issues.
• Experience with incident management tools.

Responsibilities

• Serve as first contact for users via multiple channels.
• Resolve escalated technical issues and utilize remote tools for troubleshooting.
• Document incidents and resolutions thoroughly.

Skills

Troubleshooting skills

Active Directory management

Customer service

Education

BA + 3 years’ experience or 9 years’ experience without degree

Tools

ServiceNow

Job description

Technical Operations Center Service Desk Agent - Weekend

Location: Arlington, Virginia, United States of America

No Clearance

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:

We are seeking a TOC Service Desk Agent - Weekend to join our 24x7x365 Technology Operations Center supporting a federal government customer. The agent will be responsible for Tier 1 services across multiple systems, ensuring incident response and request fulfillment according to SLAs. The role involves collaborating with other teams to identify, triage, resolve incidents, and document processes.

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

Shift Details:

• Day Shift: Sat–Sun, 7am–7pm; Mon–Wed, 8am–4:30pm
• Training: First 4–6 weeks, Mon–Fri, 8am–4:30pm
• Night Shift: Sat–Sun, 7pm–7am; Tue–Thu, 8am–4:30pm
• Training: First 4–6 weeks, Mon–Fri, 10pm–6:30am

Responsibilities:

• Serve as first contact for users via multiple channels
• Provide excellent customer service and communication
• Resolve escalated technical issues
• Utilize remote tools for troubleshooting
• Manage user accounts and troubleshoot network/hardware/software issues
• Document incidents and resolutions thoroughly
• Collaborate with government and operational teams
• Follow SLAs and SOPs
• Lead troubleshooting efforts for complex issues
• Monitor systems and perform health checks
• Escalate unresolved issues appropriately
• Participate in incident management calls
• Perform administrative tasks and process improvements
• Prepare incident and performance reports
• Maintain documentation and cross-train team members

Qualifications:

Required:

• Ability to obtain DHS Entry on Duty (EOD)
• BA + 3 years’ experience or 9 years’ experience without degree
• Strong troubleshooting skills on Windows OS, Office 365, Active Directory, network issues
• Experience with ServiceNow or similar incident management tools
• Quick learner of new technologies
• Active Directory management experience

Desired:

• Certifications: CompTIA A+, Network+, Security+; ITIL Foundation
• Knowledge of Problem Management processes

What You Can Expect:

We foster a culture of integrity, trust, and continuous growth, supporting our employees in their careers and personal development. Join us to support critical national security missions and advance your career.

Compensation:

The salary range is $59,600 - $122,100, influenced by various factors including location, experience, and certifications. We offer comprehensive benefits supporting health, wellness, retirement, education, and work-life balance.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, veteran status, or other protected characteristics.

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