The Integrated Service Center Account Manager will provide front line support and act as the primary point of contact for a large government organization with diverse customers. Service Center Technicians will provide the highest quality customer care with every interaction. This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.
This will be a Day Shift position that could cover weekends and holidays as needed
What You'll Get To Do:
Provides first level support for inbound incidents and Service Requests
Provides front line phone and email support related to system and application issues
High comfort level working with technology at a fast pace
Ability to quickly route issues according to issue type and severity
Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
Provide customers a face-to-face support environment (customer walk up/site specific capability)
The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone
You'll Bring These Qualifications:
Active TS/SCI with a Poly required
Security+ certification required
3+ year of experience in Help Desk support and/or system administration
Proven experience as a help desk technician or other customer support role
Experience and knowledge of Microsoft Active Directory
Knowledge of basic network principles and functions (e.g., DNS, DHCP, TCP/IP, etc.)
Knowledge of Microsoft folder, file, and sharing security
Experience administering and maintaining user accounts within a Microsoft Active Directory
Experience administering RSA token distribution
Strong written, oral, and telephone communication skills
Customer-oriented and cool tempered with excellent communication skills
Excellent technical writing skills; responsible for fully documenting problem resolutions for Tier 1 / 2 technicians
Motivated and eager to learn and participate in a dynamically growing and changing environment
Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
Degree or equivalent work experience
Experience working with Help Desk ticketing tools and knowledge base resources
Preferred Certifications:
CompTia A+
CompTia Server+
CompTia Network+
HDI Customer Help Desk Analyst
Microsoft Office Specialist
allspark
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.______________________________________________________________________________
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:
$53,100 - 106,300 USDCACI 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.