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Technical Operations Center Service Desk Agent
| Company | CACI |
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| Location | Arlington, VA, USA |
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| Salary | $54200 – $111000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
- Bachelor’s degree or equivalent + 3 applicable years or 9 total years of applicable experience
- ITIL Foundation certification
- Ability to work Night/Weekend shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
- Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various Internet browsers to include Internet Explorer and Mozilla Firefox
- Experience with patch management software
- Experience installing, upgrading, and removing software
- Experience using Service Now service management software to track incidents and service requests through the full lifecycle
- Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
- Advanced experience with Active Directory management & administration
- Knowledgeable of Problem Management best practice and processes
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 advanced 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.
Preferred Qualifications
- COMPTIA A+, or Network+, or Security+ Certification
- HDI Certification
- Microsoft certification
