Enterprise Service Desk Associate Technician

About the role

CACI is seeking IT candidates to support its Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force, based in Oklahoma City. The Enterprise Service Desk Associate Technician manages and prioritizes incoming support requests, assesses their nature and urgency, routes them to the right support tier and guides users through basic solutions so that simple issues are resolved on first contact. The role is full time, requires a minimum Secret clearance, and involves up to 10% travel across the continental US.

Key responsibilities

• Assess incoming support requests quickly and route them to the appropriate support tier.
• Provide initial troubleshooting and self-help resources to resolve simple issues on first contact.
• Escalate complex issues to specialized teams with detailed documentation.
• Use ServiceNow to manage incident tracking, ticketing and reporting.
• Contribute to continuous improvement of triage processes by spotting patterns and suggesting enhancements.

Required profile

• Ability to obtain and maintain a DoD Secret clearance (an active Secret or higher clearance is desired).
• High school diploma and 2+ years of technical experience; an associate's degree in a relevant field may substitute for the experience.
• Clear verbal and written communication, able to explain technical information.
• Team player with hands-on experience with end-user devices, common applications and support tools.

Required skills

• Familiarity with Service Desk operations, basic troubleshooting and ticket handling.
• ServiceNow proficiency is desired.

What we offer

• Pay range starting at $17.75 per hour under the Service Contract Act wage determination.
• Day, weekend and swing shifts in a 24/7 operation, with possible hybrid work.
• Healthcare, wellness, financial, retirement, family support, continuing education and time-off benefits.