The Technology Operations Center (TOC) Service Desk service desk agent provides mid-level support for an Information Technology (IT) Service Desk which receives and resolves incident and service request tickets through the ServiceNow service management software. The IT Service Desk supports a nearly 6000 user community within the Department of Homeland Security (DHS) with significant opportunities for growth and advancement.

We are hiring for 7pm – 7am Sun-Wed and 7pm to 7am Wed-Sat with overtime available.

More About the Role:

• 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 communications 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 shared drives, mapping network drives, installing and updating software, and network troubleshooting

You’ll Bring These Qualifications:

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
• Bachelor’s degree or equivalent 3 applicable years
• 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 (or similar tool) 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

These Qualifications Would Be Nice to Have:

• COMPTIA A , or Network , or Security Certification
• HDI Certification

What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

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. Learn morehere

The proposed salary range for this position is: