Tier 2 Deskside Support Technician

CACI; Arlington (VA); Presencial; USD 65.000 - 90.000; Tempo integral

Resumo da vaga

The Tier 2 Deskside Support Technician role at CACI International Inc. is part of our Information Technology support team in Arlington, VA.

You will handle end-user hardware, software, and network issues, delivering high-quality service to challenging customers and ensuring productivity across the organization. You will work with a team of professionals, perform installs, upgrades, and configurations, document resolutions, and provide advanced troubleshooting for Windows and MS Office, while

Qualificações

• 5-7 years of professional experience supporting PC hardware and software systems.
• High School diploma or GED; vendor certs such as MCP or Novell CNE preferred.
• Secret Clearance required to start.
• Strong customer service orientation and communication skills.

Responsabilidades

• Documents incident with detailed break-fix steps and resolution in Remedy ticketing system.
• Provides advanced customer service and support to end users.
• Performs installations, upgrades, and configurations of hardware and software.
• Accepts warm transfers and continues remote support as needed.
• Performs advanced troubleshooting to diagnose IT problems on desktops and peripherals.
• Provides remote and on-site troubleshooting for hardware and software support.

Conhecimentos

Customer service orientation

Analytical problem-solving

Task prioritization

Communication skills

Team oriented

Formação

High School or GED

Vendor certifications (MCP, CNE)

Ferramentas

Remedy ticketing system

Descrição da vaga

Job Title: Tier 2 Deskside Support Technician

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: None

The Opportunity

As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs.

Responsibilities

• Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
• Provides advanced Customer Service and Support.
• Communicates with high profile customers in a professional and courteous manner.
• Performs installs, upgrades, and configures customer-specific hardware and software.
• Accepts warm transfers from other technicians to continue remote support.
• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
• Provides remote and on-site troubleshooting for hardware and software support.
• Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
• Upgrades software components as required.
• Provides customers with network technical support.
• Instructs customers and support staff in use of equipment and software.
• Possesses the ability to complete multiple simultaneous projects in a timely manner.
• Interfaces with infrastructure, Network Operations, database, and development personnel

Requirements

• Clearance Required: US Department of Defense (DOD) issued Secret Clearance.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Physical Requirements

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 50 pounds

Required Education and Experience

Required Experience: 5 - 7 years of professional experience supporting PC hardware and software systems.

Required Education: High School or GED, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE 8570 Level II Certification, Sec+ ITILv4 Foundation minimum certification preferred.

What You Can Expect

• A culture of integrity.
• An environment of trust.
• A focus on continuous growth.

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 compreh