IT Desktop Support Technician

Responsibilities

• Offering desktop computer support to all CACI employees through use of remote-control tools.
• Re-image, configure, install, and support desktop computers, laptop computers, printers, monitors, and other general peripherals to local and remote employees.
• Safeguard computer data during all support transactions.
• Troubleshoot hardware and software issues with the use of remote-control tools.
• Support Microsoft Office 365, VDI and Active Directory products.
• Create, track and document small package shipments (laptops and peripherals).
• Follow customer service best practices during phone and email communications while following information security policies.
• Effectively document support procedures.
• Document support notes and progress in incident management system.
• Adhere to established service level agreements (SLA).

Qualifications

• Up to 1 year experience as a Support Technician Tier 2, solving IT hardware and software problems.
• Associate or Vo-tech Training in Information Technology or related field.
• Problem-solving skills and the ability to develop alternative solutions.
• Ability to establish and maintain effective working relationships with others, work under general supervision.
• Create knowledge base articles.
• Display a commitment to quality and strong multi-tasking skills.
• Experience configuring and administering Microsoft Office 365; exposure to Microsoft Azure AD a plus.
• Or – Experience with Active Directory, Azure AD, Group Policy, and O365.
• Knowledge of mobile devices and network technologies of LAN, WAN, VPN, DNS, and TCP/IP.
• Hardware troubleshooting experience (Dell) in a Windows environment.
• Good attention to detail and strong writing skills.
• Team-oriented and skilled in working within a collaborative environment.
• Ability to lift and carry a minimum of 30lbs.
• Extensive walking may be required.
• Established and productive individual contributor.
• Works with general supervision.