Service Center Technician

　　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

　　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.

　　All Service Desk Technicians will be required to attend a 4 to 6 weeks ISC Training Program that is held Monday through Friday from 0700 - 1500. Once Technicians have certified and signed off from the Training Program each Technician will move to their approved shift. Shift Work (5 days working, 2 days off, 8-hour shifts).

　　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 Security+ CompTia A+ CompTia Server+ CompTia Network+ HDI Customer Help Desk Analyst

　　Microsoft Office Specialist

　　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: 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.