It Support Technician (Support For Remote Customers)

IT Support Technician (Support for Remote Customers)

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

What You’ll Get to Do:

As the Support Technician, you are responsible for resolving IT hardware and software infrastructure (servers, network, security, etc.) issues using systems analysis techniques and procedures to ensure appropriate function of hardware, software, or system functional specifications. Analyzes, troubleshoots, and resolves issues with IT infrastructure including user systems, servers, storage, and network connectivity. Provides system administration for assigned infrastructure and establishes and maintains security as it relates to users. Applies security patches and operating system upgrades to ensure the security and integrity of the technical environment. Supports new infrastructure projects. Maintains all configuration documentation for assigned infrastructure. Project and workload assignments, schedule work within the queue.

More About the Role:

• Create, track and document small package shipments (laptops and peripherals).
• Follow customer service best practices during phone and email communications while following information security policies.
• Make informal presentations to groups of people.
• Re-image, configures, installs, and supports desktop computers, laptop computers, printers, monitors, and other general peripherals to remote employees.
• Adhere to established service level agreements (SLA).
• Support Microsoft Office 365, VDI (VMware) and Active Directory products.
• Train junior staff and provide technical guidance for the service desk as appropriate.
• Participate in general one on one interactions in person over the phone or in email.
• Document support notes and progress in incident management system.
• Have the authority to make decision are suggestions based on rules or procedures.
• Safeguard computer data during all support transactions.
• Work closely with internal and external IT support teams.
• Effectively document support procedures.
• Troubleshoot hardware and software issues with the use of remote-control tools.
• Conduct training programs.
• Offering desktop computer support to our remote employees including OCONUS.

You’ll Bring These Qualifications:

• Knowledge of mobile devices and network technologies of LAN, WAN, VPN, DNS, and TCP/IP.
• Ability to lift and carry a minimum of 30lbs.
• Extensive walking may be required.
• Experience configuring and administering Microsoft Office 365; exposure to Microsoft Azure AD a plus. Or – Experience with Active Directory, Azure AD, Group Policy, and O365.
• Hardware troubleshooting experience (Dell) in a Windows environment.
• Typically has a University Degree (BA/BS) or equivalent experience and minimum 5 years of related work experience.

These Qualifications Would be Nice to Have:

• Ability to establish and maintain effective working relationships with other others, work independently, and experience knowledge base articles.
• Good attention to detail and strong writing skills.
• Strong problem-solving skills and the ability to develop alternative solutions.
• Team-oriented and skilled in working within a collaborative environment.

What We Can Offer You:

• We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive benefits and learning and development opportunities.
• For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
• We’ve been named a Best Place to Work by the Washington Post.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.