Enterprise Service Desk Support Analyst Jobs

Enterprise Service Desk Support Analyst

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model. Responsibilities include:

• 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 required include:

• 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.)

Desired qualifications include:

• An active DoD Secret or higher clearance
• Experience using Service Now service management software (or similar tool)

What you can expect: A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation. An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality. A focus on continuous growth. Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.