• Consolidated Service Desk Senior Analyst

    CACI International (Offutt AFB, NE)


    Consolidated Service Desk Senior Analyst

     

    Job Category: Information Technology

     

    Time Type: Full time

     

    Minimum Clearance Required to Start: TS/SCI

     

    Employee Type: Regular

     

    Percentage of Travel Required: Up to 10%

     

    Type of Travel: Continental US

     

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    The Opportunity:

    CACI is seeking a Consolidated Service Desk Senior Analyst for a critical role in daily operations of the Service Desk team, serving as a key point of contact for technical assistance and service delivery. This position involves providing advance level support, ensuring high-quality service to end-users and contributing to ensuring secure and efficient IT environments.

     

    The work location for this position is Omaha, Nebraska. The position is contingent upon award of the United States Strategic Command SCITLS contract.

    Responsibilities:

    Service Desk Analyst, Senior:

    + Manages call center services/incident reporting and conducts first call resolutions

    + Tracks and elevates incidents within the incident management process for restoration of IT services command-wide 24x7

    + Provide exceptional customer service and act as a liaison between the IT departments and end-users to enhance the user experience

    + Provides USSTRATCOM with NIPRNET Voice over Internet Protocol (VoIP) capabilities through direct and comprehensive system and device O&S

    + Conducts incident management, routing, and escalation of high-volume telephone calls, emails, ITSM Tools, and walk-in requests

    + Manages kiosk usage (e.g., walk-in services, CAC, user account actions) and Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services

    + Trains other team members on how to relate with clients in the course of the job to ensure that they are treated in a professional and cordial manner

    + Possesses and applies comprehensive knowledge across key tasks and high-impact assignments

    + Performs and leads major technology assignments

    + Functions as a technical expert across multiple project assignments

    + May supervise others

    Qualifications:

    _Required:_

    + Top Secret security clearance with SCI eligibility

    + BA/BS + 3 YRS

    + Required 8140 Cert within 6 months of start date: 411 - Intermediate; GFACT or CND or Security+ or GSEC; OR Applicable degree ABET accredited/CAE designated; OR Training

    + AND

    + Additional Cert: ITIL4 or HDI certification, or experience in lieu of certification desired

    + Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment

    + Exceptional communication and interpersonal skills, with a strong customer service orientation

     

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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 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. (https://careers.caci.com/global/en/life-at-caci)

     

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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 (https://careers.caci.com/global/en/employee-benefits) .

    The proposed salary range for this position is:

    $44,700 - $91,700

     

    _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._