End User Technician Job Category: Engineering and Technical Support Time Type: Full time Minimum Clearance Required to Start: Top Secret Employee Type: Regular Percentage of Travel Required: Up to 25% Type of Travel: Local What You’ll Get to Do: End User Technicians are responsible for providing IT support to end users across multiple support facilities.
Deliver professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents.
Support and troubleshooting a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements based on user classifications (Standard, VIP, EVIP).
Support unclassified equipment, some of which is in classified space.
Provides technical support for end user 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 end-user IT equipment Actively participates in site specific project planning, providing detailed requirements for facility IT equipment IMACs Escorts general contractors and other contractors as requested.
Responsible for the on-site coordination of break/fix installations with hardware maintenance providers Executes and maintains IT asset inventory information, completing ad hoc inventories and updating asset lists Recommends customer service and IT process support enhancements, researching and recommending new technologies and procedures.
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.
You’ll Bring These Qualifications: Requires active minimum Top Secret clearance Ability to obtain/maintain EOD Suitability Clearance Minimum of 5 years experience providing end user IT support Background in supporting WIN 10 OS, O365 products, active directory and MDM solutions Previous experience using ITSM tools for ticket tracking These Qualifications Would be Nice to Have: Familiarity with using ServiceNow and Airwatch Experience supporting organization senior staff (e.g.
VIPs) 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.
DHSHP Company Overview: 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 an Equal Opportunity Employer
– Females/Minorities/Protected Veterans/Individuals with Disabilities.
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