Enterprise Service Desk Support Analyst

Responsibilities

We’re seeking motivated Enterprise Service Desk (ESD) Support Analysts to directly support our ESD Technicians by resolving technical challenges across the wide of tools and technologies they rely on. Your expertise will enable our ESD Technicians to focus on providing exceptional customer support. In addition to delivering frontline technical support, you’ll provide on-the-job training and mentorship to new technicians and serve as a subject matter expert.

If you’re passionate about problem-solving and thrive in a collaborative environment, this is your opportunity to make a meaningful impact. While our operations run 24/7, the shift for this role is Monday–Friday 0800 - 1630 (start time may vary by ±1 hr), with potential for hybrid work opportunities.

• Customer-Focused Approach: Maintain a high level of customer service, mirroring the expectations we have for our ESD Technicians.
• Technical Support and Expertise: Deliver high-quality, timely support by resolving technical issues for technicians. Utilize deep knowledge of systems and applications, share expertise, contribute to knowledge development, and offer feedback to improve processes and ensure consistent service quality across the team.
• ServiceNow Proficiency: Utilize ServiceNow for incident tracking, ticketing, and reporting to ensure efficient workflow and accurate documentation, following through resolution.
• Workstation Imaging: Image Windows workstations to ensure they are properly patched and ready for deployment, maintaining up-to-date software and security configurations.
• VTC and Display Management: Oversee Video Teleconferencing (VTC) management for conference rooms, ensuring resources are properly maintained and available. Includes displays around the facility.

Qualifications

• Capable of obtaining and maintaining a DoD Secret Clearance
• High School diploma and 6+ years’ technical experience (Bachelor’s degree in relevant field may be substituted for 5 years of relevant experience)
• Experience in supporting office environments with a diverse range of technologies, including networks, desktops, and applications
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling
• DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)

Benefits

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.