The Opportunity:
CACI is seeking a Technical Support candidate to work with a friendly team with growth opportunities. Provide front line customer interaction to solve basic technical problems and provide support for all assigned areas of configuration management and tracking of all program help desk tickets. Coordinating outages and generating reports about the program's tickets to ensure SLAs are met and all tickets are routed properly. Assisting with gathering and preparing contract CDRLs ensuring contract deliverable are being met on schedule. 5 days onsite and possible local travel less then 10%
Responsibilities:
- Responding to and diagnosing problems through interactions with users while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps
- Responsible for opening, tracking and closing trouble tickets
- Ensures problem ownership and promotes end-user satisfaction
- Collaborate with software development and systems administrators to help identify, respond, and resolve tickets in a timely manner.
Qualifications:
Required:
- Active and current TS/SCI with polygraph
- Bachelor's degree or equivalent, and a minimum 5 years of related experience
- Security+ Certification (current)
- Experience with ServiceNow
- Strong customer service, active listening , verbal and written communication skills.
- Detail-oriented and ability to multi-task in a fast-paced environment
- Extensive knowledge of MS Product Suite (Word, Excel, SharePoint)
- Experience with ServiceNow ticketing system
- Documentation and updating ServiceNow incidents
- Providing support to end-users spanning a variety of issues
- Identifying, researching, and resolving technical problems
- Responding to telephone calls, email, and personnel requests for technical support
- Documenting, tracking, and monitoring the problem to ensure a timely resolution
- Works independently with limited supervision
- Good organizational and leadership skills
- Good time management and problem-solving ability.
- Good analytical and logical skills
Desired::
- CM Data Base (CMDB) experience
- Experience with Problem and Incident Management
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, you’ll be part of a high-performing group dedicated to our customer’s 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. You’ll 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 nation's 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:
$70,800 - $148,600Top Skills
What We Do
CACI’s approximately 23,000 talented employees are vigilant in providing the unique expertise and distinctive technology that address our customers’ greatest enterprise and mission challenges. Our culture of good character, innovation, and excellence drives our success and earns us recognition as a Fortune World's Most Admired Company. As a member of the Fortune 1000 Largest Companies, the Russell 1000 Index, and the S&P MidCap 400 Index, we consistently deliver strong shareholder value. Visit us at www.caci.com.
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