Service Desk Analyst (Chat Support) – National Harbor MD – POC in Listing
Posted by Steve Fisher on October 13, 2021
To apply to this job, contact Steve Fisher.
Service Desk Analyst (Chat Support) – National Harbor MD
IT Operations T2
Minimum Clearance Required to Start:
Percentage of Travel Required:
Up to 10%
Type of Travel:
DHS DSS Service Desk
Qualified candidates will provide mid-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).
What You’ll Get to Do:
Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing
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
You’ll Bring These Qualifications:
Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
Bachelor’s degree or equivalent + 3 applicable years
Ability to work Shift 3: Monday – Friday, 8:00am – 4:30pm (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, and various Internet browsers to include Internet Explorer and Mozilla Firefox
Experience with patch management software (e.g., SCCM)
Experience installing, upgrading, and removing software
Experience using Service Now 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 DHS specified software)
Advanced experience with Active Directory management & administration
Knowledgeable of Problem Management best practice and processes
These Qualifications Would be Nice to Have:
COMPTIA A+, or Network+, or Security+ Certification
ITIL Foundation certification
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.
CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
Job Requisition ID
If you are qualified and interested in this position, email your resume to email@example.com and include the Full Job Title and Job Requisition ID above in the subject line
- Salary: Not provided
- Clearance Required: No
- Spouse Friendly: No