Hotline: 678-408-1354

Service Desk Analyst – Entry Level

CACI National Harbor, MD Information Technology

Job Description

What You’ll Get to Do:

Qualified candidates will provide entry-level support for an Information Technology (IT) Help Desk, which receives and resolves 15,000 tickets monthly through the ServiceNow service management software. The IT Help Desk supports a 12,000+ user community within the Department of Homeland Security (DHS).

More About the Role:

  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
  • Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, chat, email and ticketing.
  • Demonstrate Active Listening skills to be able to decipher the problem by listening to the user, and then translating the descriptions in tech language.
  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
  • Demonstrate the aptitude to learn and grow into a midlevel analyst to diagnose and resolve more and complex service requests and incidents.
  • Leverage remote control technology (such as BOMGAR), while troubleshooting desktop and laptop problems

    • You’ll Bring These Qualifications:

  • Strong level of conversance with Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer, Edge Chromium and Mozilla Firefox
  • Experience installing, upgrading, and removing software
  • Experience using ServiceNow (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).
  • Familiarity with Active Directory management & administration
  • Ability to obtain DHS EOD

    • These Qualifications Would be Nice to Have:

  • COMPTIA A+ Certification
  • Penchant for Learning
  • Passion for Technology

    • 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.


    • Job Location

    US-National Harbor-MD-MARYLAND SUBURBAN

    CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

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