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