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 SAG-U, located OCONUS in Wiesbaden, Germany. 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

• TESA eligible

Qualifications:

Required:

• Currently hold an adjudicated TS/SCI 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