The Integrated Service Center Technician will provide front line support and act as the primary point of contact for a large government organization with diverse customers. Service Center Technicians will provide the highest quality customer care with every interaction. This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.
What You'll Get To Do:
Supporting a 24x7 world-class service center
Provides first level support for inbound incidents and Service Requests
Provide front line phone and email support related to system and application issues
High comfort level working with technology at a fast pace
Ability to quickly route issues according to issue type and severity
Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone
You'll Bring These Qualifications:
Active TS/SCI with a Poly required
1+ year of experience in Help Desk support and/or networking
Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
Ability to work rotating shift-work
Degree or equivalent work experience
Experience working with Help Desk ticketing tools and knowledge base resources
Experience troubleshooting Microsoft Desktop Operating Systems
Experience with server and or desktop virtualization
Experience with networked storage
HDI Customer Help Desk Analyst
Microsoft Office Specialist
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.