Enterprise Service Desk Associate Technician

The Opportunity

CACI is seeking outstanding IT candidates to support the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the transformation of IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

We are looking for enthusiastic and driven individuals to join our team as an Enterprise Service Desk Associate Technician. This critical role efficiently manages and prioritizes incoming support requests. You will quickly assess the nature and urgency of each issue, categorize it appropriately, and route it to the correct support tier. By providing initial troubleshooting steps and guiding users through basic solutions, this triage role aims to resolve simple issues on the first contact. If you excel in dynamic environments, enjoy solving technical challenges, and take pride in delivering exceptional customer service, this is your opportunity to make a meaningful impact as part of a mission-driven support team.

With operations running 24/7, you will embrace a dynamic work schedule that includes day shifts, weekends, and swing shifts. In addition, you will enjoy the potential for hybrid work options.

What You Can Expect

A culture of integrity

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust

CACI values the unique contributions that every employee brings to our company and our customers every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Equal Opportunity

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.

Work location

Work model: Hybrid

Main Street Parking Garage, 119, West Main Street, Central Business District, Oklahoma City, Oklahoma County, Oklahoma, 73102, United States

Oklahoma City, Oklahoma

Key Responsibilities

check_circleAssess incoming support requests to determine nature and urgency
check_circleProvide initial troubleshooting steps to resolve simple issues on first contact
check_circleIdentify complex issues and escalate them to specialized support teams
check_circleUtilize ServiceNow to manage incident tracking, ticketing, and reporting
check_circleCategorize and route issues to the appropriate support tier
check_circleDocument detailed information for escalated issues
check_circleIdentify patterns in recurring issues to suggest process improvements

Requirements

verifiedDoD Secret Clearance
verifiedHigh School diploma and 2+ years technical experience (or Associate's degree)
verifiedServiceNow proficiency
verifiedFamiliarity with Service Desk operations
verifiedHands-on experience with end-user devices and support tools

Nice to Have

An active DoD Secret or higher clearance. Experience using Service Now service management software (or similar tool).

Benefits & Perks

check_circleFlexible time off benefitcheck_circleAccess to robust learning resources

Skills, education and keywords

Skills: Servicenow, Service Desk Operations, Troubleshooting, Ticket Handling, Incident Tracking, Ticketing, Reporting, End-User Devices, Common Applications, Support Tools.

Education: High School diploma required with 2+ years technical experience; Associate's degree in relevant field may substitute for experience.

Frequently asked questions about Enterprise Service Desk Associate Technician at CACI International Inc

What does a Enterprise Service Desk Associate Technician at CACI International Inc do?expand_more

In this Enterprise Service Desk Associate Technician at CACI International Inc role, you will assess incoming support requests to determine nature and urgency; provide initial troubleshooting steps to resolve simple issues on first contact; identify complex issues and escalate them to specialized support teams; and utilize servicenow to manage incident tracking, ticketing, and reporting.

What are the requirements for this Enterprise Service Desk Associate Technician role?expand_more

CACI International Inc is looking for candidates who meet the following requirements: DoD Secret Clearance; High School diploma and 2+ years technical experience (or Associate's degree); ServiceNow proficiency; Familiarity with Service Desk operations; and Hands-on experience with end-user devices and support tools.

Where is the Enterprise Service Desk Associate Technician role at CACI International Inc located?expand_more

Enterprise Service Desk Associate Technician at CACI International Inc is based in Main Street Parking Garage, 119, West Main Street, Central Business District, Oklahoma City, Oklahoma County, Oklahoma, 73102, United States. This is a hybrid role.

Is this Enterprise Service Desk Associate Technician job remote, hybrid, or on-site?expand_more

CACI International Inc has listed this Enterprise Service Desk Associate Technician role as hybrid.

How much experience is required for this Enterprise Service Desk Associate Technician role?expand_more

Enterprise Service Desk Associate Technician at CACI International Inc typically requires 2+ years of relevant experience at the entry level level.

What skills do you need for the Enterprise Service Desk Associate Technician role at CACI International Inc?expand_more

Key skills for Enterprise Service Desk Associate Technician at CACI International Inc include Servicenow; Service Desk Operations; Troubleshooting; Ticket Handling; Incident Tracking; Ticketing; Reporting; and End-User Devices.

What education is required for Enterprise Service Desk Associate Technician at CACI International Inc?expand_more

Educational requirements for this role: High School diploma required with 2+ years technical experience; and Associate's degree in relevant field may substitute for experience.

What category does the Enterprise Service Desk Associate Technician role belong to?expand_more

Enterprise Service Desk Associate Technician at CACI International Inc is part of the it job category on Recrutus.