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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior End User Support Technician - **Company:** CACI International Inc. - **Location:** Berryville, VA, United States - **Experience:** Expert - **Salary:** $70,800.0 - $148,600.0 - **Contract:** Permanent contract - **Skills:** Adobe Analytics, Microsoft Windows, Active Directory, Agile Methodology, Macintosh Computers, VoIP, Web Browsers, Microsoft Office, System Center Configuration Manager, ServiceNow IT Service Management, Tablet Computers, Peripherals, Patch Management, Wireless Technologies, Laptops, Servicenow - **Published:** May 15, 2026 - **Apply:** https://www.juju.com/job/00000000fzko16 ## About the Role _Required:_ * Ability to obtain a DHS Entrance on Duty (EOD) * Active Top Secret Clearance with SCI eligibility * Bachelor's degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years' experience can be substituted for a total of 12 years experience or an AA + 8 years) * Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10, 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox * Experience with patch management software (e.g., SCCM) * Experience installing, upgrading, and removing software * Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle * Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software) * Advanced experience with Active Directory management & administration * Knowledgeable of Problem Management best practice and processes _Desired:_ * Project Management Professional (PMP) or Agile (PMI-ACP or IAPM) Certified * Certified ServiceNow Application Developer, Implementer, or System Administrator certification is highly desired * Experience with the ServiceNow Project & Portfolio Management (PPM) application * Experience supporting organization senior staff (e.g. VIPs) ## Description Sr. End User Support Technicians are responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency. The candidate is responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. Sr. EUS technicians support and troubleshoot a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space. Responsibilities: * Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies. * Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities. * Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals. * Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date. * Reviews pending tickets daily, updating work details according to DSS ticket management procedures. * Investigates and resolves all connectivity issues related to IT equipment. * Performs daily checks with customers and their support staff. * Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs. * Provides end user equipment life cycle replacement support. * Self-motivated and proactive - able to work independently and identify opportunities and develop new ideas for efficiencies. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)