Job Profile:

IT Operations T3

JR Type:

Conditional

Job Category:

Information Technology

Minimum Clearance Required to Start:

None

Percentage of Travel Required:

Up to 10%

Type of Travel:

Local

Program/Opportunity Name:

Program | DHS DeskTop

Referral Bonus Plan:

$1,000* * *

Job Description:

The Opportunity:

VIP Support Technicians are responsible for providing IT support to DHS senior leadership, requiring the highest level of customer service and technical proficiency. Candidates are responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. VIP technicians will be solely dedicated to a small set of EVIP and VIP federal personnel, responsible for supporting and troubleshooting a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space.


Responsibilities:

• Provides on-site technical support for VIP hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Reviews pending tickets daily, updating work details according to DSS ticket management procedures
• Investigates and resolves all connectivity issues related to VIP IT equipment
• Performs daily checks with VIP customers and their support staff
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.


Qualifications:

Required:

• Ability to obtain/maintain EOD Suitability Clearance
• BA and 6 years experience, AA with 8 years experience or a total of 12 years experience providing end user IT support
• Strong communication skills and positive attitude
• Desire to provide the highest level of customer satisfaction
• Experience supporting organization Senior Leadership
• Background in supporting WIN 10 OS, O365 products, active directory and MDM solutions
• Previous experience using ITSM tools for ticket tracking


Desired:

• Familiarity with using ServiceNow
• Experience supporting organization senior staff (e.g. VIPs)

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. Learn more here.

The proposed salary range for this position is:

$64,400 - $135,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.