Tier 2 Deskside Support Technician

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. 

What You'll Get to Do:

The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.  

More About the Role:

• Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.

• Provides advanced Customer Service and Support.

• Communicates with high profile customers in a professional and courteous manner.

• Performs installs, upgrades, and configures customer-specific hardware and software.

• Accepts warm transfers from other technicians to continue remote support.

• Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.

• Provides remote and on-site troubleshooting for hardware and software support.

• Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.

• Upgrades software components as required.

• Provides customers with network technical support.

• Instructs customers and support staff in use of equipment and software.

• Possesses the ability to complete multiple simultaneous projects in a timely manner.

• Interfaces with infrastructure, Network Operations, database, and development personnel

Required Qualifications:

• Clearance Required: US Department of Defense (DOD) issued Secret Clearance.

• Strong customer service orientation.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Good written, oral, and interpersonal communication skills.

• Ability to conduct research into PC and software issues and products as required.

• Ability to present ideas in business-friendly and user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Team-oriented and skilled in working within a collaborative environment.

Physical Requirements: 

This position requires the ability to perform the below essential functions:

• Sitting for long periods

• Standing for long periods

• Ambulate throughout an office

• Stoop, kneel, crouch, or crawl as required

• Repeatedly lift and carry weight up to 50 pounds

Required Education and Experience: 

• Required Experience: 4 - 7 years of professional experience supporting PC hardware and software systems.

• Required Education: High School or GED, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE

• 8570 Level II Certification, Sec+

• ITILv4 Foundation minimum certification preferred.

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.

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:

$43,900-$87,800