Service Desk Analyst – Mid **Hybrid**, NATIONAL HARBOR, MD


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National Harbor, Maryland, USA

Service Desk Analyst – Mid **Hybrid**

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

Qualified candidates will provide mid-level support for an Information Technology (IT) Help Desk which receives and resolves 15,000 tickets monthly through the Service Now service management software.  The IT Help Desk supports a 12,000+ user community within the Department of Homeland Security (DHS).

What You’ll Get to Do:

Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing
Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support  
Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts 
Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting

You’ll Bring These Qualifications:

Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
Minimum HS Diploma or equivalent
Minimum 3 years of applicable experience, with noted growth and progression
Ability to work Shift 3: Monday – Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox
Experience with patch management software (e.g., SCCM)
Experience installing, upgrading, and removing software
Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle 
Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
Advanced experience with Active Directory management & administration including Unlocking accounts/PW Resets, OU’s and Group Policy.
Remote Support including Remote tools, VPN’s and Networking
Office 365 Applications including Outlook, OneDrive and Teams
Knowledgeable of Problem Management best practice and processes
Ability to obtain DHS EOD  

These Qualifications Would Be Nice to Have:

COMPTIA A+, or Network+, or Security+ Certification
MCP Certification
ITIL Foundation certification
HDI Certification

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.


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/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. 


CACI / Equal Opportunity Employer

JBCAC 279975 2023.07.16

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