CACI International Inc

Technical Operations Center Service Desk Agent

Join CACI International Inc as a Technical Operations Center Service Desk Agent in Arlington, VA. Provide IT support, troubleshoot issues, and enjoy flexible 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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IT Service Management
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Problem Management
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Service Catalog
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Virtual Agent
ServiceNow Certifications (nice to have):

Job description

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Posted on:
 
January 23, 2025

The Technical Operations Center Service Desk Agent provides mid-level support for an Information Technology (IT) Service Desk which receives and resolves incident and service request tickets through the ServiceNow service management software. The IT Service Desk supports a nearly 6000 user community within the Department of Homeland Security (DHS) with significant opportunities for growth and advancement.

Requirements

  • Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
  • Bachelor’s degree or equivalent + 3 applicable years or 9 total years of applicable experience
  • ITIL Foundation certification
  • Ability to work Night/Weekend shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various Internet browsers to include Internet Explorer and Mozilla Firefox
  • Experience with patch management software
  • Experience installing, upgrading, and removing software
  • Experience using Service Now service management software 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

Benefits

  • Comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits
  • Flexible time off benefit
  • Robust learning resources

Requirements Summary

Bachelor’s degree or equivalent + 3 applicable years or 9 total years of applicable experience, ITIL Foundation certification, ability to work Night/Weekend shift