Job ID Number
R2667
Employment Type
Full time
Worksite Flexibility
Hybrid
Job Summary
As the Service Desk Engineer, you will be responsible for configuring and supporting the CA platform supporting key Information Technology Infrastructure Library (ITIL) processes such as Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Employee Self Service and other service modules for data center activities
Job Description
We are looking for a Service Desk Engineer to join our team for a 12-month contract opportunity that is hybrid in Alexandria, VA. As the Service Desk Engineer, you will support the IT ticketing system that is critical to the daily operations of the client. The primary responsibility of the Service Desk Engineer is to configure and support the CA platform supporting key Information Technology Infrastructure Library (ITIL) processes such as Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Employee Self Service and other service modules for data center activities.
What You'll Do

• Assist with CA Service Desk, CA knowledge Management, CA CMDB, Asset Management, ITIL Virtualization integration for data center servers
• Participate in the development, testing, and implementation of disaster recovery procedures for critical data center systems
• Evaluate, analyze and audit production systems processes and server equipment
• Enable IT Customer Support Self Service for CA Service Desk
• Work with business users to identify and refine business requirements and workflows for add/changes/moves of data center equipment
• Develop systems integrations and process automation - fully utilizing the platform's workflow capabilities

What You'll Need
Required:

• 6 years of experience with CA's CMDB tool
• 6 years of experience with CA's Service Desk tool
• 6 years of experience with scripting; specifically, Perl script
• 6 years of experience in implementing ITIL processes related to Data Center environment
• 6 years of experience with CA Spectrum
• Respond to ongoing service requests and management inquiries by vendor issued cellular device/smartphone
• Thorough understanding of the SNMP; OID definitions and Traps

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or .
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.