Deskside Support Technician

Employer
CACI
Location
Arlington, VA, United States of America
Posted
Nov 23, 2022
Closes
Dec 23, 2022
Ref
268494
Function
IT
Hours
Full Time
Deskside Support Technician
Job Profile:
Technician S3

JR Type:
Evergreen
Job Category:
Engineering and Technical Support
Minimum Clearance Required to Start:
Secret
Percentage of Travel Required:
Up to 10%
Type of Travel:
Local
Program/Opportunity Name:
Program | JSP SDSS
Referral Bonus Plan:

Job Description:

As a Deskside Support Technician, you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. This position will be located in the (NCR) Crystal City, VA. area.

What You'll Get to Do:
You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.

More About the Role:

Highlights of Responsibilities:

Provide technical support for system users.

Assist in designing, analyzing, and maintaining highly complex enterprise infrastructure environments.

Must also be able to assist with customer inquiries and have a working role on the team.

Assist in the development of performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

Utilize ITIL best practices to enhance and optimize the services provided to end users

Complete and provide regular Service Desk metrics reports

Expert knowledge in the implementation of an enterprise knowledge base and knowledge management best practices

Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.

Resolve customer issues effectively or escalate them to appropriate support tiers.

Work with management in assessing staff performance/reviews/changes.

Assist in the management of Service Desk resources for optimal performance.

Assist in the professional and technical development of the team

Meet customer requirements for Service Desk performance.

You'll Bring These Qualifications:

Clearance Required: US Department of Defense (DOD) issued Secret Clearance

Strong customer service orientation.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Good written, oral, and interpersonal communication skills.

Ability to conduct research into PC and software issues and products as required.

Ability to present ideas in business-friendly and user-friendly language.

Highly self-motivated and directed.

Keen attention to detail.

Team-oriented and skilled in working within a collaborative environment.

Required Education and Experience:

Required Experience: 2 - 7 years of professional experience supporting PC hardware and software systems.

Required Education: Bachelor's Degree or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE

Certification: CompTIA Security+, and ITIL v3 Foundations AND HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities

ITILv3 Foundation minimum certification preferred.

MINIMUM MUST HAVE ACTIVE DOD SECRET CLEARANCE

Physical Requirements:

This position requires the ability to perform the below essential functions:

Sitting for long periods

Standing for long periods

Ambulate throughout an office

Stoop, kneel, crouch, or crawl as required

Repeatedly lift and carry weight up to 50 pounds

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.

Company Overview:

CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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