Job Description

Service Desk Associate

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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CACI is looking for an experienced Service Desk Lead in support of SOUTHCOM, a Department of Defense (DoD) organization located in Doral, Florida.

As the Service Desk Lead at this location, you will be responsible for maintaining, analyzing, troubleshooting, repairing, and supporting all switching and routing devices, firewalls, load balancers, alarmed carrier devices, uninterruptable power supplies, in-line network encryption devices, etc. Configure devices in accordance with security policies. Develop and maintain IP address schemes for all assigned networks, and annually review and update the Master IP Routing Schema. Manage circuit provisioning throughout the delivery life cycle. Install and test circuit and base extensions and coordinate with external entities and the Government leads for end-to-end testing and activation. Monitor capacity and utilization. Provide trending and capacity planning services to analyze and plan for efficient utilization and management of the network. Troubleshoot and correct all detected or reported network faults or outages. Provide assistance via remote access, phone, or in person. Candidates need excellent problem-solving and customer service skills, as well as extensive experience with network hardware, software applications, operating systems, and network connectivity.  They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of resources.   Additional duties to include but not limited to operate, maintain, and manage the WAN infrastructure between DISA-provided circuits and the LAN infrastructure, configure devices in accordance with the security policies; maintain and update OS and firmware, as required, monitor and report network operational status; resolve connectivity issues when they occur to include assisting the service provider (i.e., DISA) with troubleshooting, install, configure, key, re-key, and manage NSA Type 1 Encryptors.

• Apply expertise on multiple complex work assignments.

• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

• Recommend and acquire equipment replacements and upgrades, draft and maintain LAN/WAN documentation and processes, and engineer and integrate new technologies into existing data center environments.

• Perform high-level problem troubleshooting, assess where the organization stands as far as IT system performance/efficiency, and offers recommendations on how to improve performance as well as install, configure, update, and maintain server software/hardware.

• Prepare, design, and present systems/networks engineering and integration solutions IAW industry recognized standards and specifications that maximize the usage of commercial products IAW all DoD standards and regulations.

• Conducts site surveys, analyzes the collected data, and performs necessary calculations to make technical recommendations.

• Prepares or provides input to high-level USSOUTHCOM staff and mission partners to support command mission objectives and strategic plan.

• Systems Administrator providing Tier 1-3 responsibilities supporting in-country technical support to customers.

• Experienced and knowledgeable on a particular product, service, or technology.

• Provide desk-side assistance to resolve customer incidents.

• Resolve systems account and access management issues.

• Tailor directory service entries, organizational mailboxes, and distribution lists to meet customer requirements.

• Load approved add-on applications to the workstation baselines.

• Support equipment install, move, add, change requests.

• Configure, troubleshoot, and maintain end-user devices and peripherals.

• Possess and apply expertise on multiple complex work assignments.

• Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

• Operate with appreciable latitude in developing methodology and presenting solutions to problems.

• Contribute to deliverables and performance metrics where applicable. Manages experienced professionals who exercise latitude and independence in assignments, Leads, directs and reviews the work of a team, Typically, has hiring, firing, promotion and reward authority or ability to recommend and influence decisions within own area, in accordance with manager review and approval.

• Manages a team with a focus on policy, implementation of strategic initiatives and execution of day to day deliverables.

• Establishes team objectives, operational plans with measurable contribution towards the achievement of results of the job function or completion of a project.

You’ll Bring These Qualifications:

• Currently hold an adjudicated Top Secret/SCI Clearance and be able to maintain. 

• DoD 8570 IAT Level II (Security + Certification, equal or higher)

• BA/BS degree- years of experience will align with the level you are hired at

  • Higher level will require management of teams

• Experience working with and supporting Cisco Routers and Switches in a complex enterprise environment

• Experience supporting Combatant Commands diverse mission set

These Qualifications Would be Nice to Have:

• Cisco Certified Network Associate (CCNA)

• Microsoft Certifications

• ITIL v3/v4 – Foundation

• Adaptable to changing circumstances and operational needs

• Understanding of Department of Defense Military standards

• Experience with DoD IT security requirements

• Experience working with basic networking to include foundations of Cisco Routers and Switches

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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.

Your potential is limitless. So is ours.

Learn more about CACI here.

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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:

$57,500-$117,900

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

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