Senior Help Desk Technician Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: Secret Employee Type: Regular-Long Term Assignment Percentage of Travel Required: Up to 10% Type of Travel: Local * * * The Opportunity: Are you interested in continuing your career in Europe in a mission focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement of USAREUR-AF and their Mission Partners mission objectives. CACI has an excellent opportunity for an experienced, self-directed, **Help Desk Technician, Senior** . This position is in support of USAREUR-AF Mission Partner ARN, located OCONUS in Jasionka, Poland. This position is required to travel OCONUS. This position is located OCONUS. Responsibilities: + Supports the Enterprise IT Help Desk Team and provides IT customer service operations regarding issues or support required for end users + Highly knowledgeable of help desk processes and procedures and the systems, equipment, and software being supported and used at the MP/site (e.g., ServiceNow, Service Desk+, Remedy) and may support Satellite Communications (SATCOM) system monitoring, maintenance, incident response, and problem resolution + Applies fundamental concepts, processes, practices, and procedures to support call center services/incident reporting and conducts first-call resolutions in support of assigned MP/organization help desk services + Tracks and elevates incidents within the incident management process for restoration of IT services + Conducts incident management, routing, and escalation of support requests received via phone, email, ITSM tools, and walk-ins + Participates in managing walk-in usage (e.g., walk-in services, CAC, user account actions) and Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services + Conducts laptop checkout + Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments + Functions as a technical expert across multiple project assignments + May supervise others Qualifications: _Required:_ + Currently hold an adjudicated Secret Clearance and be able to maintain + BA/BS + 8-12 years recent experience + Certification –8140 - GFACT or CND or Security+ or GSEC + Possesses extensive knowledge of help desk processes, procedures, and IT service management systems such as ServiceNow and Remedy. + Demonstrates strong customer service skills as well as the ability to resolve complex technical issues and conduct first-call resolutions. + Exhibits deep understanding of incident management, including processes for tracking, routing, and escalating support requests. + Capable of managing a variety of user support services, including walk-in usage, PKI/LRA operations, token services, and laptop checkout procedures. + Displays technical expertise across multiple IT domains and the ability to supervise others. + Capable of handling large volumes of support requests received via various channels, including ITSM tools, phone, email, and in-person interactions. + Demonstrates mastery of enterprise IT help desk management, with particular emphasis on multi-tiered support structures in Government or military environments preferred. _Desired:_ + ITIL V4 - Intermediate Service Capability + Adaptable to changing circumstances and operational needs + Understanding of Department of Defense Military standards + Experience with DoD IT security requirements - **________________________________________________________________________________________** **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) **________________________________________________________________________________________** **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: $54,500 - $111,400 _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._