- Provide responsive, timely and high-quality support to end users regarding their technical inquiries, providing resolution through critical thinking, technical proficiency, and excellent communication.
- Research, resolve, and respond to questions received via emails, chat, and collaboration tools
- Acquire and maintain knowledge of updated supported technologies to ensure accurate solutions to customers
- Utilize the ITSM ticketing system, ServiceNow to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.
- Participate in team projects that enhance the quality or efficiency of Service Desk service.
- Follows established quality control processes to meet quality assurance standards for customer service.
- US Citizenship required
- Ability to obtain and maintain a Secret DoD Clearance
- High School diploma and 2+ years' experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience; Master's Degree in related field may be substituted for bachelor's degree and 3 years relevant experience).
- Excellent communication skills; both written and spoken
- Ability to work in a team environment.
- Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DAF specified software).
- Knowledgeable of customer service best practice and processes
- Active DoD Secret Clearance
- Security+ Certification
- Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle.
- 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 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.
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Service Desk Analyst - Oklahoma City, United States - CACI International
Description
Service Desk Analyst
Job Category: Service Contract Act
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
Come join our CACI team to be part of an innovative fast-paced highly technical IT team as a Help Desk Agent in support of the EITaaS contract for the United States Air Force.
What You'll Get to Do:
CACI has an excellent opportunity for a Tier 1 Service Desk Analysts with potential for growth. This position is in support of a Department of Defense (DoD) organization.
As a Tier 1 Service Desk Analyst you are the front-line supporting technical needs of Airman and Guardians. This role is primarily a phone support role and focusing on Tier 1 support, and then escalating as needed to Tier 1 Technicians. This is a 24/7 operation and Service Desk Analysts shift vary from day shifts, weekend, swing. This position is working onsite at our Oklahoma Facility with hybrid options in the future. We are in current need of all shifts.
Job Responsibilities:
You will Bring These Qualifications:
These Qualifications Would be Nice to Have:
What We Can Offer You:
Company Overview:
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI's government contract for the work location.
Minimum Required Hourly Wage:
$13.86
There are a host of other factors that can influence final salary including, but not limited to, geographical location, 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. Learn more here ) .
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