Service Desk Analyst, Mid (2nd Shift)

Service Desk Analyst, Mid (2nd Shift)

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

Qualified candidates will provide 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).

This is a second shift position. Monday to Friday, 12:30p to 9:00p with a 30-minute lunch period.

Job Responsibilities:

• Serve as first contact for 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 attention to detail, problem solving, and a desire to provide outstanding customer support
• 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 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

Required Qualifications:

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
• Bachelor’s degree or equivalent + 5 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 10 & 11), Microsoft Office products, 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
• Ability to obtain DHS EOD

Preferred Qualifications:

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

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. 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.