Deskside Support Technician

Job Title: Deskside Support TechnicianJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *

The Opportunity:

As a Deskside Support Technician, you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. This position will be located in the Pentagon.

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.

The Deskside Support Technician is predicated on diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems.

Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.

Responsibilities:

• Provide technical support for system users.
• Assist in designing, analyzing, and maintaining highly complex enterprise infrastructure environments.
• Must also be able to assist with customer inquiries and have a working role on the team.
• Assist in the development of performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
• Utilize ITIL best practices to enhance and optimize the services provided to end users.
• Complete and provide regular Service Desk metrics reports.
• Expert knowledge in the implementation of an enterprise knowledge base and knowledge management best practices.
• Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.
• Resolve customer issues effectively or escalate them to appropriate support tiers.
• Work with management in assessing staff performance/reviews/changes.
• Assist in the management of Service Desk resources for optimal performance.
• Assist in the professional and technical development of the team
• Meet customer requirements for Service Desk performance.

Qualifications:

Required:

• Minimum of five (5) years of professional experience supporting PC hardware and software systems.
• Bachelor’s Degree or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE.
• CompTIA Security+, and ITIL v3 Foundations AND HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities.
• ITILv3 Foundation minimum certification preferred.
• 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.

This position requires the ability to perform the below essential functions:

• 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.

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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.

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.

The proposed salary range for this position is:

$49,900 - $100,000