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Enterprise Service Desk Lead Technician

Job Category: Service Contract Act

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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The Opportunity:

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

We’re seeking motivated **Enterprise Service Desk (ESD) Lead Technicians** to be the first point of contact for Airmen and Guardians worldwide. In addition to delivering frontline technical support, you’ll provide on-the-job training and mentorship to new technicians and serve as a subject matter expert. If you excel at problem-solving and enjoy mentoring in a fast-paced, mission-driven environment, this is your opportunity to make a meaningful impact.

While our operations run 24/7, shifts for this role will be Monday–Friday during one of two daytime schedules, with limited potential for hybrid work opportunities.

Responsibilities:

+ **On the Job Training/Mentoring:** Provide on-the-job training and mentorship by reinforcing technical knowledge, guiding hands-on learning, and supporting technicians’ through shadowing and coaching.

+ **Advanced Technical Support:** Resolve complex technical issues for end-users, utilizing deep knowledge of systems and applications to deliver high-quality, timely support.

+ **Incident Management:** Actively manage and track incidents from initiation to resolution, ensuring proper documentation and escalation of unresolved issues to maintain service levels.

+ **Technical Subject Matter Expertise:** Share expertise, contribute to knowledge development, and provide feedback and suggestions to improve processes and ensure consistent service quality and knowledge growth across the team.

+ **DoD/DAF:** Leverage knowledge of the customer’s mission, user needs, and operational context to deliver effective, mission-aligned support.

+ **ServiceNow Proficiency:** Utilize ServiceNow to manage incident tracking, ticketing, and reporting, ensuring efficient workflow and accurate documentation while leveraging the platform's features to enhance service delivery and support processes.

Qualifications:

_Required:_

+ Ability to obtain and maintain a DoD Secret Clearance

+ High School diploma and 5-7 years’ technical experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience)

+ Demonstrated commitment to team success, with a strong desire to mentor, support, and share knowledge with fellow technicians to foster growth, collaboration, and continuous improvement.

+ Strong verbal and written communication skills, with the ability to clearly convey technical information

+ Familiarity with Service Desk operations, including basic troubleshooting and ticket handling

+ Hands-on experience with end-user devices, common applications, and support tools

_Desired:_

+ An active DoD Secret or higher clearance

+ DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)

+ Experience using Service Now service management software (or similar tool)

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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:

This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI’s government contract for the work location.​

Minimum Req** **uired Hourly Wage:

$27.63

There are a host of other factors that can influence final salary including, but not limited to, geographical location, 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) .

_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._