End User Support Technician - Mid

CACI is seeking an End User Resource Specialist (Mid) to join our team in Arlington, VA. The End User Tech provides intermediate level on-site technical support for customer/company network systems. Performs non-routine installation and/or maintenance assignments. Tests, locates, repairs and troubleshoots network equipment problems., * Collaborates with customer/company and colleagues, and other resources to gain a better understanding of the issue(s) to be resolved.

• Effectively manages time to respond to service calls in a timely fashion.
• Completes intermediate installations and perform system test procedures. Troubleshoots and resolves issues that cannot be solved remotely.
• Provide surge support to other teams as needed during times of surge
• Performs smaller scale (move, adds, or changes of client’s) equipment as needed.
• Prepares for on-site installations by reviewing site requirements.
• Obtains software and reviews relevant documentation prior to visiting customer sites.
• Provides technical support for end user hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies
• Stages the installation and upgrades in a lab environment prior to the site visit when necessary.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date
• Executes and maintains IT asset inventory information, completing ad hoc inventories and updating asset lists
• Performs implementation of software and hardware solutions; integrating with the customer’s network and equipment.
• Troubleshoot sand resolves technical issues as they occur.
• Provides basic system administration training to technical users.

Required:

• High School diploma, and minimum six years’ relevant experience.
• Minimum of 2 years supporting a federal contract
• Background in WIN 11 support, systems analysis, network or software design/administration, requirements analysis, or systems/applications software development.
• Proven analytical and problem-solving abilities
• Ability to conduct research into PC and software issues and products as required
• Experience with Active Directory/Intune
• Experience working in an ITSM such as Remedy or ServiceNow
• Ability to obtain a DHS HQ EOD
• Ability to escalate issues appropriately and timely to leadership, Analysis Skills, Audiovisual, Code Reviews, Commercial Off-the-Shelf (COTS), Customer Support/Service, Desktop Administration, Documentation, Federal Contracts, Federal Government, Government Contracts, Government Off-the Shelf (GOTS), Hardware Administration, Help Desk, High School Diploma, Homeland Security, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Inventory Management, Laptop Hardware, Leadership, Microsoft Active Directory, Mobile Devices, Network Administration/Management, Network Design, Network Software, Network System Hardware, Network Systems, On Site Support, PC Software, Peripheral Hardware, Printers, Problem Solving Skills, Remedy, Requirements Management, Research Skills, Safety/Work Safety, ServiceNow, Software Administration, Software Design, Software Development, System Test, Systems Administration/Management, Systems Analysis, Technical Support, Telephone Skills, Testing, Time Management, Willing to Travel, Wireless Communications

Desired:

• ITIL v4 Foundations
• HDI Desktop Support Technician
• 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.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, 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.

The proposed salary range for this position is:

$59,600 - $122,100