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Form of workCACI is seeking an IT Support Specialist in delivering Google Workspace services. This support will include a variety of tasks including troubleshooting, account provisioning/deprovisioning, group management and general customer support.
This position is onsite 5 Days/Week in our Arlington, VA Office.
More About the Role:
Support Google Workspace users, including but not limited to, troubleshooting, account provisioning/deprovisioning, group management, and security.
Provide break/fix support for customer facing SaaS products.
Perform daily checks of SaaS product monitoring tools.
Schedule and coordinate the installation of new software with customers.
Document all requests in ServiceNow ticketing system to ensure all asset and configuration information is up to date while following established policies and procedures.
Review pending related tickets daily and provide regular updates according to DSS ticket management procedures.
Assist with troubleshooting and resolution of technical issues related to software.
Assist with developing training materials and delivery of training to customers.
Self-motivated and proactive – able to work independently and identify opportunities of improvement and develop new ideas for efficiencies.
Able to plan and prioritize workload to ensure objectives and ticket SLA’s are achieved in a timely manner.
Willing to learn new technologies and increase technical proficiencies.
Keep abreast of operational projects through all phases including requirements, planning, analysis, and design and implementation.
Work with a cross-functional team and provide proactive information to the customer on project/task schedule, trends, risks, and issues.
Present reports and recommendations to senior level personnel and management.
Proactively seek assistance for support requests that are outside current skillset and/or where the customer is reporting a higher severity issue.
Respond to incoming support requests in a prompt, professional, and helpful manner.
Utilize advanced troubleshooting skills, fundamental product knowledge, and knowledge base to resolve moderate to high complexity support tickets.
Communicate effectively with a wide variety of technical and non-technical audiences.
Contribute to knowledge base content creation.
Coordinate the installation and movement of IT equipment in support of office relocations and new buildings/locations.
Required Qualifications:
Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
Demonstrated proficiency installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers.
Bachelor’s degree or equivalent 5 applicable years of experience
Manage Google Workspace user accounts, including but not limited to; shared accounts, delegation requests, name changes, account provisioning/terminations, security, etc.
Ability to communicate effectively and collaborate in a team environment.
Strong analytical, problem-solving, and decision-making capabilities.
Experience managing IT projects.
Experience with Office 365 Suite (MS Teams, Planner, etc.).
Experience interfacing with high level government officials.
Experience in general network administration and IT Troubleshooting.
Preferred Qualifications:
COMPTIA A+, or Network+, or Security+ Certification
ITIL 4 certification
Familiarity with using ServiceNow
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 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
DHSHP
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:
$85,800 - $180,200
