Help Desk TechnicianJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Outside Continental US* * *
The Opportunity:
Are you interested in continuing your career in Europe in a mission focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement of USAREUR-AF and their Mission Partners mission objectives.
CACI has an excellent opportunity for an experienced, self-directed, Help Desk Technician. This position is in support of a Department of Defense (DoD) organization, USAREUR-AF located OCONUS in Weisbaden, Germany. This position is required to travel OCONUS. Positions are available in Poland (BemowoPiskie, Konotop, Swietoszow, Zagan), Romania, Lithuania, Latvia, Kosovo, and Weisbaden, Germany.
Responsibilities:
The Help Desk Technicianis responsible formaintaining, analyzing, troubleshooting and repairing personal computer systems, hardware, software, computer peripherals, and end user devices. Assist users via remote access and phone.
Provide Tier 1/2 level support to users in resolving problems using service desk center tools. Support in the areas of electronic mail, account creation and maintenance, standard desktop applications, and above baseline COTS and GOTS applications.
Triage and troubleshoot incoming issues and work with other teams as needed to identify root cause and resolution. Ensure tickets are addressed within identified Critical Success Factors (CSF) and in alignment with ITIL best practices.
Ensure all actions are professionally and thoroughly documented within the ticketing system. Multiple device configuration including end user device support may be required. Assist in the creation and maintenance of documentation and SOPs.
Candidates need excellent problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. Other duties as assigned.
The successful candidate must be able to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.
Specifically, the Help Desk Technician will be responsible for:
1. Supports the Enterprise IT Help Desk Team and provides IT customer service operations regarding issues or support required for end users
2. Good knowledge of help desk processes and procedures and the systems, equipment, and software being supported.
3. Applies fundamental concepts, processes, practices, and procedures to support call center services/incident reporting and conducts first call resolutions in support of assigned MP/organization Help Desk services
4. Tracks and elevates incidents within the incident management process for restoration of IT services
5. Conducts incident management, routing, and escalation of high-volume telephone calls, emails, ITSM tools, and walk-in requests
6. Participates in managing walk-in usage (e.g., walk-in services, CAC, user account actions) and Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services
7. Conducts laptop checkout
8. Possesses and applies expertise on multiple complex work assignments
9. Operates with appreciable latitude in developing methodology and presenting solutions to problem
Qualifications:
10. US Citizen and currently hold an adjudicated Secret Clearance and be able to maintain
11. BA/BS + 3 years recent specialized or AA/AS + 7 years recent specialized or a major cert + 7 years recent specialized or 11 years of recent specialized experience
12. Service Desk Level Certifications: Modern Desktop Administrator Associated: MS 365; Administration Associates, MS 100 and MS 10 Microsoft Enterprise; Microsoft Azure, etc. (No Waiver)
13. Basic Server Knowledge Level Training (certificate required)
14. CompTIA Security + (IAT Level II or greater)
15. An active certification IAW DoD 8570.1 Technical Level II or greater
16. Computing Environment (CE) certificate or training equivalent
17. ITIL v3 – Foundation
18. CompTIA A+/Network+
19. Automation using Microsoft PowerShell, VBScript, or batch files
20. Experience with Citrix application and desktop virtualization
21. Adaptable to changing circumstances and operational needs
22. Understanding of Department of Defense Military standards
23. Experience working with and supporting Cisco Routers and Switches
24. Experience with DoD IT security requirements
25. Experience with Virtual Desktop environments
26. Possess good communication and customer support skills
27. Shift work (Capable of working day/night shift and weekends)
28. Understanding of Department of Defense Military Standards
This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.
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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.
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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.
Since this position can be worked in more than one location, the range shown is the national average for the position.
The proposed salary range for this position is:
$43,500-$86,900