Service Desk Analyst

CACI is seeking a Service Desk Analyst to support an existing IT Service Desk team. The analyst will provide mid-level support to a team that receives and resolves 15,000 tickets per month, in support of a 20,000+ user community within the Department of Homeland Security (DHS).

Requirements

• Ability to obtain DHS EOD
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers
• 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
• Ability to work an 8-hour shift between 6am and 7:30pm, Monday through Friday
• BA/BS and 3 years of relevant experience
• ITIL v4 certification (must obtain within 6 months of hire)
• HDI Certification
• MCP Certification
• COMPTIA A+, or Network+, or Security+ Certification
• Knowledge of Configuration Change Management best practices

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits