As the Service Desk Analyst you will be the first point of contact for users who call the Service Desk. In this role you will provide the highest level of customer service along with a small team to meet the customer’s service level targets. The Service Desk Analyst uses knowledge base tools and SOPs along with their expertise to resolve tier 1 requests in a timely fashion. Responsible for escalating unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and provide basic desktop support.
More About the Role:
Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.
Installs, configures, and upgrades computer hardware and software.
Provides end-user software troubleshooting and support.
Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Provides troubleshooting and support.
Participates in the administration of e-mail systems.
Provides phone and help-desk support for local and off-site users.
Provides guidance and work leadership to less-experienced technicians.
Maintains current knowledge of relevant technologies as assigned
Participates in special projects as required.
You’ll Bring These Qualifications:
Ability to document, research, identify and attempt to solve technical problems on initial call and/or triage where appropriate for resolution.
Strong customer service experience
Strong experience troubleshooting, supporting deploying Windows Workstation
Experience with account creation and Outlook
Ability to document, research, identify and solve technical problems on initial call and/or triage where appropriate for resolution.
Ability to learn and grown in progressive environment
Experience with a similar Help Desk Ticketing system.
Ability to present complicated technical issues with clear easy-to-follow solutions and path forward
Demonstrated excellent written and oral communication skills
Ability to utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's
Position requires the ability to maintain a Top Secret / SCI with Polygraph US government security clearance.
These Qualifications Would be Nice to Have:
Ability to provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a Help Desk environment.
Supporting Outlook messaging issues.
Experience developing working relationships w/functional groups and customers to meet established service level goals.
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.