Job DescriptionWhat You'll Get to Do:Qualified candidates will provide senior-level support for an Information Technology (IT) Help Desk which receives and resolves 15,000 tickets monthly through the Service Now service management software. The IT Help Desk supports a 12,000+ user community within the Department of Homeland Security (DHS). Duties and Responsibilities: Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support 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 Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems 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 Train and mentor junior members of the teamYou'll Bring These Qualifications:Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)Bachelor's degree or equivalent + 8 applicable years Ability to work MON FRI, 8am 4:30pm shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products (Microsoft 365: Outlook, Word, Excel, PowerPoint, Access, etc.), and various Internet browsers to include Edge Chromium, Chrome, and Mozilla FirefoxExperience with patch management software (eg, SCCM)Experience installing, upgrading, and removing softwareExperience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycleAbility to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).Advanced experience with Active Directory management & administrationKnowledgeable of Problem Management best practice and processesThese Qualifications Would be Nice to Have: COMPTIA A+, or Network+, or Security+ Certification MCP Certification ITIL Foundation certification HDI Certification Knowledgeable of Configuration Change Management best practicesWhat 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 LocationUS-National Harbor-MD-MARYLAND SUBURBANCACI 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.