📌 Core Information
🔹 Job Title: Integrated Service Desk Account Manager – Day Shift
🔹 Company: CACI International
🔹 Location: United States
🔹 Job Type: On-site
🔹 Category: Account Management
🔹 Date Posted: April 1, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Providing front-line support as the primary point of contact for a large government organization.
- Delivering high-quality customer care with an emphasis on problem-solving and troubleshooting.
- Managing and prioritizing incidents to reduce escalations.
- Improving overall customer satisfaction through essential customer service skills.
ASSUMPTION: The role involves significant interaction with IT service management processes due to the need for troubleshooting and incident management skills.
📋 Key Responsibilities
✅ Provide first-level support for inbound incidents and service requests.
✅ Offer front-line phone and email support related to system and application issues.
✅ Deliver face-to-face support for walk-up customers or site-specific needs.
✅ Multi-task by creating support tickets in a web-based CRM while troubleshooting issues over the phone.
ASSUMPTION: The role may require weekend and holiday work based on the need for continuous support in a government setting.
🎯 Required Qualifications
Education: Degree or equivalent work experience preferred.
Experience: 3+ years in Help Desk support or system administration.
Required Skills:
- Active TS/SCI with Polygraph.
- Security+ certification.
- Experience with Microsoft Active Directory and system administration.
- Knowledge of network principles (DNS, DHCP, TCP/IP).
- Strong communication and technical writing skills.
Preferred Skills:
- CompTIA A+, Server+, and Network+ certifications.
- Experience as an HDI Customer Help Desk Analyst.
- Microsoft Office Specialist certification.
ASSUMPTION: Security clearances are crucial due to the role's involvement with a government organization, indicating the need for strict information handling protocols.
💰 Compensation & Benefits
Salary Range: $53,100 - $106,300 USD, influenced by location, contract rates, and experience.
Benefits:
- Healthcare, wellness, and family support.
- Financial and retirement planning.
- Continuing education and time-off benefits.
Working Hours: Full-time, with potential weekend and holiday shifts.
ASSUMPTION: The compensation package is designed to attract skilled professionals for a sensitive and demanding role within a government context.
📌 Applicant Insights
🔍 Company Context
Industry: IT Services and IT Consulting, focusing on national security solutions.
Company Size: 10,001+ employees; offers diverse opportunities and stability.
Founded: 1962
Company Description:
- Leader in delivering technology to meet national security challenges.
- Recognized as a Fortune World's Most Admired Company.
- Member of the Fortune 1000 and S&P MidCap 400 Index.
Company Specialties:
- IT and defense solutions.
- Cybersecurity and electronic warfare.
- Intel and government systems.
Company Website: www.caci.com
ASSUMPTION: The company's strong focus on national security likely indicates a rigorous work environment valuing service excellence and ethical standards.
📊 Role Analysis
Career Level: Intermediate to advanced, requiring specialized skills and certifications.
Reporting Structure: Reports directly into an IT Service Management structure.
Work Arrangement: On-site, potentially covering weekends and holidays.
Growth Opportunities:
- Expanding knowledge in IT service management.
- Developing expertise in handling sensitive government-related IT processes.
- Career advancement within a large, reputable organization.
ASSUMPTION: The role's strategic importance in government service suggests pathways to increased responsibilities and leadership roles.
🌍 Location & Work Environment
Office Type: Professional office setting within government facilities.
Office Location(s): Primarily Reston, Virginia, or other CACI U.S. offices.
Geographic Context:
- Located near major government facilities.
- Access to industry networking and innovation hubs.
- Transportation and commuting options to nearby residences.
Work Schedule: 40 hours per week with flexibility for shifts as needed.
ASSUMPTION: The location supports proximity to government partners, enhancing collaboration and customer service delivery.
💼 Interview & Application Insights
Typical Process:
- Submit an online application including resume and cover letter.
- Completion of initial assessments and screenings.
- Interviews focused on technical skills and security clearances.
Key Assessment Areas:
- Technical expertise and troubleshooting ability.
- Customer service skills and incident management experience.
- Security clearance verification.
Application Tips:
- Highlight relevant IT support and help desk experience in your resume.
- Prepare for questions on managing security risks and reliability in high-pressure environments.
- Demonstrate strong problem-solving skills and a customer-first mindset.
ATS Keywords: Help Desk Support, IT Service Management, TS/SCI Clearance, Security+, Customer Service.
ASSUMPTION: Application processes will emphasize security credentials and adaptability to support U.S. government infrastructure.
🛠️ Tools & Technologies
- Microsoft Active Directory and RSA Token Management.
- Network management tools (DNS, DHCP, TCP/IP knowledge).
- Web-based CRM systems for incident management and ticketing.
ASSUMPTION: The role involves daily use of advanced IT service management tools requiring familiarity with service and network protocols.
👔 Cultural Fit Considerations
Company Values:
- Integrity and character.
- Innovation-driven.
- Commitment to national security.
Work Style:
- Collaborative team efforts.
- Flexible and adaptable to change.
- Proactive problem-solving approach.
Self-Assessment Questions:
- Can you handle high-pressure situations with poise?
- Do you thrive in environments requiring strict confidentiality and security?
- Are you motivated to enhance customer satisfaction?
ASSUMPTION: Cultural alignment with CACI means being comfortable working within structured, secure, and demanding IT environments.
⚠️ Potential Challenges
- Navigating complex government systems and security protocols.
- Maintaining high standards of customer service under pressure.
- Adapting to potential shift work including holidays.
- Continuous learning to keep up with evolving technology requirements.
ASSUMPTION: The challenges reflect the role's integration of managing IT services within a secure and operationally critical environment.
📈 Similar Roles Comparison
- Emphasis on service management and customer interaction unlike typical admin roles.
- Requires security clearances similar to other government-focused IT positions.
- More direct customer interface compared to backend IT system roles.
ASSUMPTION: Comparison with similar roles highlights the unique blend of technical and customer-facing responsibilities in a high-security context.
📝 Sample Projects
- Managing a service desk migration to a new software platform.
- Developing procedures to enhance incident response times.
- Creating training modules for first-level support technicians.
ASSUMPTION: Projects will focus on improving IT service efficiency and customer support effectiveness through innovative solutions.
❓ Key Questions to Ask During Interview
- What are the main challenges faced by the IT Service Desk currently?
- How is success measured for this position?
- What training and development opportunities are available?
- Can you describe a typical day in this role?
- How does this role contribute to CACI's mission and values?
ASSUMPTION: These questions will provide insight into role expectations, growth opportunities, and alignment with CACI's strategic goals.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the CACI career portal: http://www.caci.com
- Make sure your resume highlights relevant skills and experiences.
- Prepare to verify your security clearance status.
- Be ready to discuss your approach to problem-solving in an IT support context.
- Familiarize yourself with CACI's values and mission in preparation for your interview.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
