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Form of workThe 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:
- 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:
- 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.
- Degree or equivalent work experience.
- Experience working with Help Desk ticketing tools and knowledge base resources.
Preferred Certifications:
- CompTia A+
- CompTia Security +
- CompTia Network+
- HDI Customer Help Desk Analyst
- Microsoft Office Specialist
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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.
Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, 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
The proposed salary range for this position is:
$55,500 - $111,100
