Senior Service Desk Analyst
📋 Role Overview & Responsibilities
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
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CACI is seeking a Senior Service Desk Analyst to support an existing IT Service Desk team. As a Senior Service Desk Analyst, you will provide mid-level support to a team that receives and resolves 15,000 tickets month, in support of a 20,000+ use community within the Department of Homeland Security (DHS).
More About This Role
The Senior Service Desk Analyst shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Qualified candidates working with the Service Desk Manager and Deputy Service Desk Manager will work to ensure all Service Level Agreements are met.
Duties And Responsibilities
Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and supportDemonstrate 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 analystsLeverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problemsUtilize 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 troubleshootingPhysical demands: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
Required Qualifications
Ability to obtain DHS EOD Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla FirefoxExperience with patch management software (e.g., SCCM)Experience installing, upgrading, and removing softwareExperience using Remedy service management software (or similar tool) to track incidents and service requests through the full lifecycleAbility to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)Advanced experience with Active Directory management & administrationKnowledgeable of Problem Management best practice and processes
Education & Experience
BA/BS and 3 years of relevant experience
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 more here
The Proposed Salary Range For This Position Is
$64,400 - $135,100
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This position is located in National Harbor, MD with potential relocation and sponsorship assistance depending on candidate qualifications.
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