CACI is seeking a NOC End User Support Technician to join our team supporting Department of Homeland Security. The NOC End User Support Technician will work on-site incidents and tasks to resolution in a 24/7/365 environment at DHS HQ St Elizabeth Campus. As a NOC End User Support Technician you're responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency. You will be responsible for delivering professional, high-quality service directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. EUS technicians support, test and troubleshoot a variety of technologies (desktops, laptops, tablets, video teleconferencing units, print devices, 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.
Assist with postmortem related activities and support various efforts related to operational improvements.
Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
Continuously cross-train in systems and network administration.
Perform additional duties as assigned.
Requirements
Required:
Ability to obtain a DHS Entrance on Duty (EOD)
Bachelor's degree and 5 years of relevant experience or equivalency
Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
Experience with patch management software (e.g., SCCM and InTune)
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
Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
ITIL v4 Foundation certification (not required to start but expected to attain in first six months)
Ability to travel locally within National Capital Region
Physically capable of lifting and moving fifty (50lbs)
Able to work in confined spaces
Available to work 12-hour shifts including federal holidays and weekends.
Desired:
Previous DHS or DoD experience
The following certifications is highly desired: Relevant hands-on Microsoft Windows administrator certification
COMPTIA A+, or Network+, or Security+
Cisco Certified Network Associate (CCNA)
ITIL Foundation
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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 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
Benefits
Paid time offRemote work optionsFlexible schedule
Additional Information
Job Title: NOC End User Support 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
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Caci · Washington, DC