Service Desk Technician *Required Dod 8570.01 Iat Level Ii*

Job Category: Service Contract Act
Time Type: Full time
Minimum Clearance Required to Start: Secret
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
What You'll Get to Do:
As a Service Desk Technician you assist the Service Desk in the fulfillment and resolution of more complex incidents and service requests. You will also triage incidents to Tier 2 or external groups as needed. This role is critical in ensuring the continuity of service provided to Airman and Guardians worldwide. This is a 24/7 operation and Service Desk Technicians shifts vary from day shifts, weekend, swing. This position is working onsite at our Oklahoma Facility with hybrid options in the future. We are in current need of all shifts. **MUST have a DOD 8570.01 IAT Level II (Compliant Certification such as Security+CE)**
More About the Role:
Job Responsibilities:

• Works under supervision of the Service Desk manager to provide customer assistance to DAF customers
• Serve as a resource for Service Desk Analysts providing technical guidance, complex troubleshooting, or triage of service requests and incidents
• Ability to support users with limited knowledge of computers, software, hardware, and systems via multiple channels, including phone, web chat, email, and remote desktop
• Work issues via Knowledge Base Articles (KBA), provide input or revisions for adjustments to KBAs.
• Triages customer requests/incidents, create trouble tickets and escalate to Tier 2/3 analyst or 3rd party vendor as required for resolution
• Demonstrates sound customer service soft skills particularly in responding to customer calls or inquiries for service and support
• Demonstrates attention to detail and desire to provide outstanding customer support
• Follows established quality control processes to meet quality assurance standards for customer service

You'll Bring These Qualifications:

• Must have a DOD 8570.01 IAT Level II (Compliant Certification such as Security+CE)
• US Citizenship required
• Ability to obtain and maintain a Secret DoD Clearance
• High School diploma and 2+ years' experience (Bachelor's Degree in relevant field may be substituted for 5 years of relevant experience; Master's Degree in related field may be substituted for bachelor's degree and 3 years relevant experience).
• Excellent communication skills; both written and spoken
• Ability to work in a team environment.
• Technical aptitude in Systems administration and/or personal computer/peripheral troubleshooting
• Knowledgeable of customer service best practice and processes

These Qualifications Would be Nice to Have:
Desired Skills:

• Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle

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.
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.
This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI's government contract.
There are a host of other factors that can influence final salary including, but not limited to, geographical location, 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.