Service Desk Technician

Service Desk Technician (Business, clearance Sponsorship) Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type: Regular Percentage of Travel Required: None Type of Travel: None Description: The Service Desk Technician will provide frontline support and act as the primary point of contact for large Government organization with diverse customers. Service Desk Technicians will provide the highest quality customer care with every interaction. Require effective customer services skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. Must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction. Job duties include: Supporting a 24x7 world-class service center
Provides first level support for inbound incidents and Service Requests
Provide frontline phone and email support related to system and application issues
High comfort level working with technology at a fast pace
Ability to quickly route issues according to issue type and severity
Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone Qualifications: 1+ year of experience in helpdesk support and or networking
BA/BS
Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
Ability to work rotating shift-work
Degree or equivalent work experience
Experience working with helpdesk ticketing tools and knowledge base resources
Experience troubleshooting Microsoft Desktop Operating Systems
Experience with server and or desktop virtualization
Experience with networked storage Preferred certifications: CompTia A+
CompTia Server+
CompTia Network+
HDI Customer Help Desk Analyst
Microsoft Office Specialist Clearance: Must be obtainable: TS/SCI w/ active Polygraph allspark BITS3 - 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. Your potential is limitless. So is ours. Learn more about CACI here. 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: $55,500 - $111,100 CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.