Service Desk Technician Level III

Caci International Inc. Washington , DC 20005

Posted 2 months ago

Job Description:

What You'll Get to Do:

Qualified candidates will provide technical support/team leadership for an Information Technology (IT) Help Desk which receives and resolves 4,000 tickets monthly through the ServiceNow service management software. The IT Help Desk supports a geographically dispersed 8,000+ user community across multiple government agencies.

More About the Role:

  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support

  • Conduct desk side troubleshooting and problem resolution

  • 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

  • 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

You'll Bring These Qualifications:

  • Must be a U.S. Citizen

  • Must have an active DoD Top Secret security clearance, with SCI eligibility; candidates will be submitted for PSD adjudication upon contract award

  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Google Chrome

  • Experience with patch management software (e.g., SCCM)

  • Experience installing, upgrading, and removing software

  • Experience using ServiceNow 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 Enterprise specified software).

  • Advanced experience with Active Directory management and administration

  • Knowledgeable of Problem Management best practice and processes

  • Outstanding verbal and written communication skills

  • Must have DOD 8570/8140 compliant certifications

These Qualifications Would be Nice to Have:

  • MCP Certification

  • ITIL v3 certification

  • HDI Certification

  • Knowledgeable of Configuration Change Management best practices

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 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Job Location


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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Service Desk Technician Level III

Caci International Inc.