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- 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
- 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).
- Knowledgeable of customer service best practice and processes These Qualifications Would be Nice to Have:
- Security+ Certification
- Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle
- 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
Service Desk Analyst with Security Clearance - Oklahoma City, OK, United States - CACI
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
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:
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 Req uired 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 .