Tier 2 Deskside Support Technician — Secret Clearance

CACI International Inc; Arlington (VA); On-site; USD 60,000 - 122,000; Full time

Job summary

CACI International Inc is seeking a Tier 2 Deskside Support Technician to provide end-user support for software, hardware, and network issues, both remote and on-site. You will document incidents in Remedy, handle complex problems, and collaborate with a skilled team to ensure productivity and timely resolutions.

The role requires strong customer service, analytical abilities, and the ability to prioritize tasks in a high-pressure environment.

Qualifications

• 5-7 years of professional experience supporting PC hardware and software.

Responsibilities

• Documents incidents with detailed break-fix steps and resolutions in Remedy ticketing system.
• Provides advanced customer service and support.
• Communicates with high-profile customers in a professional and courteous manner.
• Performs installs, upgrades, and configurations of customer-specific hardware and software.
• Accepts warm transfers to continue remote support.
• Performs advanced troubleshooting to diagnose IT problems on desktop equipment and peripherals.

Skills

Customer service

Analytical thinking

Problem-solving

Prioritization

Communication skills

Teamwork

Self-motivation

Education

High School diploma or GED

Microsoft MCP or equivalent certification

8570 Level II Certification

ITILv4 Foundation

Tools

Remedy

Remote support tools

Windows OS

MS Office

Job description

CACI International Inc is seeking a Tier 2 Deskside Support Technician to provide end-user support for software, hardware, and network issues, both remote and on-site. You will document incidents in Remedy, handle complex problems, and collaborate with a skilled team to ensure productivity and timely resolutions.

The role requires strong customer service, analytical abilities, and the ability to prioritize tasks in a high-pressure environment.