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Service Desk Analyst (Nights/Weekends) in Fort Washington, MD at honor foundations

Date Posted: 4/3/2025

Job Snapshot

Job Description

Job Profile:

IT Operations T2

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:

CACI is seeking a Service Desk Analyst to support an existing IT Service Desk team. As a Service Desk Analyst, you will provide mid-level support to a team that receives and resolves 15,000 tickets month, in support of a 20,000+ user community within the Department of Homeland Security (DHS)

The Senior Service Desk Analyst shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all levels. Candidate must be able to work efficiently and accurately in a fast paced and changing environment. Candidate must be able to work night and weekends. Qualified candidates working with the Service Desk Manager and Deputy Service Desk Manager will work to ensure all Service Level Agreements are met.

Responsibilities:

  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support

  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support

  • Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts

  • Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems

  • Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting

  • Physical demands: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.

    Qualifications:

    Required: 

  • Ability to obtain DHS EOD

  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox

  • Experience with patch management software (e.g., SCCM)

  • Experience installing, upgrading, and removing software

  • Experience using ServiceNow service management software (or similar tool) 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

  • Ability to work 7pm – 7am Monday thru Fridays and Weekends

    Education & Experience:

  • BA/BS and 3 years of relevant experience

    Desired:

  • ITIL v4 certification (must obtain within 6 months of hire)

  • HDI Certification

  • MCP Certification

  • COMPTIA A+, or Network+, or Security+ Certification

  • Knowledge of Configuration Change Management best practices

    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:

    $54,200 - $111,000

    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.

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    THE HONOR FOUNDATION IS A 501(C)(3) TAX EXEMPT, NATIONAL NON-PROFIT CHARITABLE FOUNDATION. TAX ID # 46-2952873