CACI International Senior Service Desk Analyst – Shift 1 (7:00am-3:30pm) in National Harbor, Maryland

Job Description

  • Sr-level Service Analyst will support 1st Shift, 7am-3:30pm Mon-Fri

  • Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support

  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support

  • Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts

  • Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems

  • Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting

    Minimum Qualifications:

  • Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 8.1 and Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox

  • Experience with patch management software (e.g., SCCM)

  • Experience installing, upgrading, and removing software

  • Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle

  • Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).

  • Advanced experience with Active Directory management & administration

  • Knowledgeable of Problem Management best practice and processes

Ability to obtain DHS EOD

Desired Qualifications:

COMPTIA A+, or Network+, or Security+ Certification

MCP Certification

ITIL v3 certification

HDI Certification

Knowledgeable of Configuration Change Management best practices


Bachelor's degree (or equivalent) minimum of 8 years of related technical help desk experience

Job Location


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.