Enterprise Service Desk Support Analyst

Job Title: Enterprise Service Desk Support Analyst Job Category: Service Contract Act Time Type: Full time Minimum Clearance Required to Start: Secret Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Continental US The Opportunity 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, leading the transformation from an in‑house, base‑centric delivery model to an advanced enterprise service model. We’re looking for motivated Enterprise Service Desk (ESD) Support Analysts to assist our ESD Technicians by resolving technical challenges across a wide range of tools and technologies, enabling them to deliver exceptional customer support. In this role, you’ll provide frontline technical support, offer 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 (with start time flexibility of ±1 hour), and may include potential hybrid work opportunities. Responsibilities 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 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 An active DoD Secret or higher clearance Experience using Service Now service management software (or similar tool) What You Can Expect 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. 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. 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. Pay Range 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 for the work location. Minimum Required Hourly Wage $20.26 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. CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic. #J-18808-Ljbffr Dormont Manufacturing Company