Senior End User Support Technician

The Opportunity:

CACI is seeking a Senior End User Technician to join our team in Arlington VA. Sr. End User Support Technicians are responsible for providing IT support to federal and contractor staff requiring the highest level of customer service and technical proficiency. The candidate is responsible for delivering professional high quality services directly to the customer providing both remote and in-person support for new equipment installations and break/fix incidents. Sr. EUS technicians support and troubleshoot a variety of technologies (desktops laptops tablets software etc.) adhering to service level agreements. This candidate will support unclassified equipment some of which is in classified space.


Responsibilities:

Provides on-site technical support for hardware (laptops printers tablets mobile devices) and peripherals software (COTS GOTS Web) audiovisual display systems and wireless technologies.

Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.

Sets-up and configures new end user equipment including laptops mobiles devices printers copiers VTC units VoIP phones and other peripherals.

Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.

Reviews pending tickets daily updating work details according to DSS ticket management procedures.

Investigates and resolves all connectivity issues related to IT equipment.

Performs daily checks with customers and their support staff.

Actively participates in site specific project planning providing detailed requirements for facility IT equipment MACs.

Provides end user equipment life cycle replacement support.

Self-motivated and proactive able to work independently and identify opportunities and develop new ideas for efficiencies.

Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.


Qualifications:

Required:

Ability to obtain a DHS Entrance on Duty (EOD)

Bachelors degree and 6 years of relevant experience or equivalency (in absence of a BA 6 years experience can be substituted for a total of 12 years experience or an AA 8 years)

Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10 7 & Windows 2000) 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 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 DHS specified software)

Advanced experience with Active Directory management & administration

Knowledgeable of Problem Management best practice and processes


Desired:

Project Management Professional (PMP) or Agile (PMI-ACP or IAPM) Certified
Certified ServiceNow Application Developer Implementer or System Administrator certification is highly desired
Experience with the ServiceNow Project & Portfolio Management (PPM) application
Experience supporting organization senior staff (e.g. VIPs)

What You Can Expect:

A culture of integrity.

At CACI we place character and innovation at the center of everything we do. As a valued team member youll be part of a high-performing group dedicated to our customers missions and driven by a higher purpose to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. Youll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together we will advance our nations most critical missions build on our lengthy track record of business success and find opportunities to break new ground in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including but not limited to geographic location Federal Government contract labor categories and contract wage rates relevant prior work experience specific skills and competencies education and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI you will receive comprehensive benefits such as; healthcare wellness financial retirement family support continuing education and time off benefits.

The proposed salary range for this position is: