Senior End User Technician

About the role

• Job Title: Senior End User Technician
• Job Category: Information Technology
• Time Type: Full time
• Minimum Clearance Required to Start: None
• Employee Type: Regular
• Percentage of Travel Required: None
• Type of Travel: None

The Opportunity

CACI is seeking a Senior End User Technician to join our team in Arlington, VA. Sr. End User Support Technicians are responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency.

The candidate is responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. Sr. EUS technicians support and troubleshoot a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements.

This candidate will support unclassified equipment, some of which is in classified space.

Responsibilities

• Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Reviews pending tickets daily, updating work details according to DSS ticket management procedures.
• Investigates and resolves all connectivity issues related to IT equipment.
• Performs daily checks with customers and their support staff.
• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provides end user equipment life cycle replacement support.
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.

Qualifications

Required

• Ability to obtain a DHS Entrance on Duty (EOD)
• Bachelor’s degree and 6 years of relevant experience or equivalency (in absence of a BA, 6 years’ experience can be substituted for a total of 12 years experience or an AA + 8 years)
• Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10, 7 & Windows 2000), Microsoft Office products, and various Internet browsers to include Internet Explorer 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

Desired

• Project Management Professional (PMP) or Agile (PMI-ACP or IAPM) Certified
• Certified ServiceNow Application Developer, Implementer, or System Administrator certification is highly desired
• Experience with the ServiceNow Project & Portfolio Management (PPM) application
• Experience supporting organization senior staff (e.g. VIPs)
• 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.

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.

The proposed salary range for this position is

$70,800 - $148,600