VIP Support Technician

The Opportunity:

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.


Responsibilities:

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.


Qualifications:

Required:

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


Desired:

Familiarity with using ServiceNow
Experience supporting organization senior staff (e.g. VIPs)

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 youll be part of a high-performing group dedicated to our customers 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. Youll 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 nations 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.

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.

The proposed salary range for this position is: