Executive VIP Technician

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

CACI is seeking an Executive VIP Technician to join our team.

About the Role:

The Executive VIP Technician provides unclassified IT support to senior executive leaders to DHS. The candidate is 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. Executive VIP Technicians will be responsible for supporting and troubleshooting a variety of technologies (desktops, laptops, tablets, software, etc.) adhering to service level agreements based on user classifications (Standard, VIP, EVIP). EVIP/VIP Technicians will provide the highest level of customer service and maintain high technical proficiency of desktop and mobile device issues.

More About the Role:

• Provides technical support for end user 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

• 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 end-user IT equipment

• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment IMACs

• Escorts general contractors and other contractors as requested

• Responsible for the on-site coordination of break/fix installations with hardware maintenance providers

• Executes and maintains IT asset inventory information, completing ad hoc inventories and updating asset lists

• Recommends customer service and IT process support enhancements, researching and recommending new technologies and procedures

Required Qualifications:

• Ability to obtain/maintain EOD Suitability Clearance

• Minimum of 5 years experience providing end user IT support

• Background in supporting WIN 10 OS, O365 products, active directory and MDM solutions

• Previous experience using ITSM tools for ticket tracking

• 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

• Excellent verbal and written communication skills

• Strong listening skills

• Ability to escalate issues appropriately and timely to leadership

• Possesses good judgement in selecting the proper mode of communication

• Ability to thrive in a high-paced and at times stressful environment

• Flexibility to work non-traditional hours, including days, nights, weekends and holidays

• Ability Deliver consistent and value-added services to the executive team

• Superior troubleshooting skills with common IT devices (laptop, desktop, tablet) and applications

Preferred Qualifications:

• Active Top Secret clearance

• ITIL v4 Foundations

• HDI Desktop Support Technician

What We Can Offer You:

• We’ve been named a Best Place to Work by the Washington Post.

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

• We offer competitive benefits and learning and development opportunities.

• We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

• For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

DHSHP

Company Overview: 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 an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.