Full Job Description
What You’ll Get to Do:
VIP Support Technicians are responsible for providing IT support to DHS senior leadership, requiring the highest level of customer service and technical proficiency. Candidates are responsible for delivering professional, high quality services directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. VIP technicians will be solely dedicated to a small set of EVIP and VIP federal personnel, responsible for supporting and troubleshooting a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space.
Support shifts are from 6am to 2:30PM and 9:30AM to 6:00 PM.
More About the Role:
Provides on-site technical support for VIP 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 VIP IT equipment
Performs daily checks with VIP customers and their support staff
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.
You’ll Bring These Qualifications:
Requires active minimum Top Secret clearance
Ability to obtain/maintain EOD Suitability Clearance
BA and 6 years experience, AA with 8 years experience or a total of 12 years experience providing end user IT support
Strong communication skills and positive attitude
Desire to provide the highest level of customer satisfaction
Experience supporting organization Senior Leadership
Background in supporting WIN 10 OS, O365 products, active directory and MDM solutions
Previous experience using ITSM tools for ticket tracking
These Qualifications Would be Nice to Have:
Familiarity with using ServiceNow
Experience supporting organization senior staff (e.g. VIPs)
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
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.
We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.