CACI International Inc

Service Desk Analyst

Join CACI as a Service Desk Analyst in National Harbor, MD. Leverage ServiceNow for ticket management, support 20,000+ users, and enjoy great benefits!

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Consulting
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Mid-Level
ServiceNow Role Type:
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Support Specialist
ServiceNow Modules:
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Change Management
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IT Service Management
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Problem Management
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Service Catalog
ServiceNow Certifications (nice to have):

Job description

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Posted on:
 
June 18, 2025

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

Requirements Summary

3 years of relevant experience, BA/BS, ITIL v4 certification, HDI Certification, MCP Certification, COMPTIA A+, or Network+, or Security+ Certification