As a Service Desk Technician, you are responsible for collection of incident information through customer conversation, and self-service support tools. You will conduct initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends.
More About the Role:
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies.
Communicates promptly on progress and engage other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team.
Defines and classifies level, priority and nature of problem, request and/or issue.
Responsible for opening, tracking and closing trouble tickets.
Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned.
Active Directory account management and RSA token provisioning
You'll Bring These Qualifications:
Typically has 3 years of experience. May require vocational or technical education in addition to related work experience.
Proficiency with Windows 10 operating system
Experience and knowledge of installation, configuration, and troubleshooting of computers
Knowledge of help desk call tracking management systems; Cherwell desired
Strong verbal and written communication skills
Excellent customer service skills
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.