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Integrated Service Desk Technician

Company: CACI International
Location: Chantilly
Posted on: August 7, 2022

Job Description:

Integrated Service Desk TechnicianJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: NoneThe Integrated Service Center Technician will provide front line support and act as the primary point of contact for a large government organization with diverse customers. Service Center Technicians will provide the highest quality customer care with every interaction. This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.This This position is open for an Evening Shift Technician shift will be 2pm 10pm - Sun Thurs, Mon - Fri or Tue - SatWhat You'll Get To Do:

  • Provides first level support for inbound incidents and Service Requests
  • Provide front line phone and email support related to system and application issues
  • High comfort level working with technology at a fast pace
  • Ability to quickly route issues according to issue type and severity
  • Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
  • The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phoneYou'll Bring These Qualifications:
    • Active TS/SCI with a Poly required
    • 1+ year of experience in Help Desk support and/or networking
    • Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
    • Degree or equivalent work experience
    • Experience working with Help Desk ticketing tools and knowledge base resourcesoPreferred Certifications:
      • CompTia Security+ CompTia A+ CompTia Server+ CompTia Network+ HDI Customer Help Desk Analyst
      • Microsoft Office SpecialistBITS3allsparkCompany Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer Females/Minorities/Protected Veterans/Individuals with Disabilities.As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

Keywords: CACI International, Chantilly , Integrated Service Desk Technician, Professions , Chantilly, Virginia

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