Help Desk Technician (mobile Team), Senior

Help Desk Technician (Mobile Team), Senior

Are you interested in continuing your career in Europe in a mission focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement of US AREUR-AF and their Mission Partners mission objectives.

CACI has an excellent opportunity for an experienced, self-directed Help Desk Technician, Senior. This position is in support of USAREUR-AF Mission Partner Camp Bondsteel, located OCONUS in Camp Bondsteel, Kosovo. This position is required to travel OCONUS. This position is located OCONUS.

Responsibilities:

• Supports the Enterprise IT Help Desk Team and provides IT customer service operations regarding issues or support required for end users
• Highly knowledgeable of help desk processes and procedures and the systems, equipment, and software being supported and used at the MP/site (e.g., ServiceNow, Service Desk+, Remedy) and may support Satellite Communications (SATCOM) system monitoring, maintenance, incident response, and problem resolution
• Applies fundamental concepts, processes, practices, and procedures to support call center services/incident reporting and conducts first-call resolutions in support of assigned MP/organization help desk services
• Tracks and elevates incidents within the incident management process for restoration of IT services
• Conducts incident management, routing, and escalation of support requests received via phone, email, ITSM tools, and walk-ins
• Participates in managing walk-in usage (e.g., walk-in services, CAC, user account actions) and Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services
• Conducts laptop checkout
• Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments
• Functions as a technical expert across multiple project assignments
• May supervise others

Qualifications:

Required:

• Currently hold an adjudicated Secret Clearance and be able to maintain
• BA/BS + 8-12 years recent experience
• Certification – 8140 - GFACT or CND or Security+ or GSEC
• Exhibits comprehensive knowledge of help desk processes, procedures, and IT systems such as ServiceNow and Remedy, with the ability to apply this expertise in mobile support scenarios
• Possesses leadership skills to guide mobile help desk teams, coordinate activities, and provide high-level technical support at remote sites
• Extensive experience in incident management, including tracking, routing, escalation, and resolution of complex IT issues, with the ability to manage a high volume of requests received via multiple channels
• Capable of applying advanced problem-solving skills to conduct first-call resolutions and manage high-impact assignments
• Able to function as a technical expert across various user support services, including user account management, PKI/LRA operations, token services, and laptop checkout procedures
• Possesses leadership abilities to supervise team members and manage projects effectively in dynamic mobile environments
• Possesses extensive knowledge of help desk processes, procedures, and IT service management systems such as ServiceNow and Remedy

Desired:

• ITIL V4 - Intermediate Service Capability
• Adaptable to changing circumstances and operational needs
• Understanding of Department of Defense Military standards
• Experience with DoD IT security requirements

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.

Your potential is limitless. So is ours.

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: $51,800-$106,200

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