Looking for Network/Hardware technician with great communication skills that will be responsible for collection of incident information through customer conversation, and self-service support tools. Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends.
Responsibilities:
Provide Information Technology (IT) support through the performance of on-site product/solution installation, sustainment, and resolution.Oversee and/or perform any necessary diagnoses, troubleshooting, service, and repair of IT equipment and systems.Provide direct customer service touch labor for assessment, diagnosis, and resolution of identified issues.Instruct customers in the operation and maintenance of the provided solution and interprets customers’ needs, defines next steps, and clarifies the assignment of responsibility for problem resolution as needed. Includes any aspect of site/field support and is not limited to systems hardware, software, network, and other technical infrastructure components.Collaborate directly with the TIER 1 provider as necessary.Analyze, administer, maintain, and manage the performance of the overall suite of legacy equipment that includes but is not limited to voice, video, workstations, servers, networks, monitors, peripherals, software, and other related equipment.Maintain all configuration documentation for assigned infrastructure.Evaluate hardware in direct coordination with the TIER 1 provider, end users, stakeholders, and other Government personnel as appropriate.Participate in the development and implementation of standards and procedures.Maintain network security protocol and ensures compliance with security policies and procedures.Participate and may lead aspects of installs, moves, changes, adds, and deletes (IMACDs) in coordination with stakeholders.Interface with vendors as appropriate to ensure optimal resolution during problems, issues, outages, and/or periods of reduced performance.Help to develop testing strategies and document results.Provide advice and training to end-users.Troubleshoot and resolve complex problems.May provide work leadership to less-experienced personnel.Maintain current knowledge of relevant hardware and software applications as assigned.Participate in special projects as assigned.
Qualifications:
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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:
$58,800 - $123,400CACI 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.