Enterprise Service Desk Support Analyst

Enterprise Service Desk Support Analyst – Enterprise Information Technology as a Service (EITaaS) Contract

We are seeking motivated Enterprise Service Desk (ESD) Support Analysts to assist ESD Technicians by resolving technical challenges across a wide range of tools and technologies, enabling them to deliver exceptional customer support. You will provide frontline technical support, offer on‑the‑job training and mentorship to new technicians, and serve as a subject matter expert. The shift is Monday–Friday, 0800–1630 (start time flexibility ±1 hour).

This role may include potential hybrid work opportunities. The position requires a DoD Secret clearance to start and is full‑time.

• Maintain a high level of customer service, mirroring the expectations we have for our ESD Technicians.
• Deliver high‑quality, timely support by resolving technical issues for technicians, utilizing deep knowledge of systems and applications, contributing to knowledge development, and offering feedback to improve processes and ensure consistent service quality across the team.
• Use Service Now for incident tracking, ticketing, and reporting to ensure efficient workflow and accurate documentation, following through to resolution.
• Image Windows workstations to ensure they are properly patched and ready for deployment, maintaining up‑to‑date software and security configurations.
• Oversee Video Teleconferencing (VTC) management for conference rooms, ensuring resources are properly maintained and available, including displays around the facility.

• Capable of obtaining and maintaining a DoD Secret Clearance.
• High school diploma and 6+ years of technical experience (a bachelor’s degree in a relevant field may be substituted for 5 years of relevant experience).
• Experience supporting office environments with a diverse range of technologies, including networks, desktops, and applications.
• Familiarity with Service Desk operations, including basic troubleshooting and ticket handling.
• DoD 8570/8140 baseline certifications such as Security+ CE, CASP+, CISSP, etc.

• Active DoD Secret or higher clearance.
• Experience using Service Now or a similar service‑management tool.

A culture of integrity, an environment of trust, and a focus on continuous growth. You will have autonomy to take the time you need through flexible time‑off benefits, access to robust learning resources, and a competitive compensation package that meets or exceeds the minimum required amounts. The position is covered by the Service Contract Labor Standards, and the hourly wage begins at $20.26.

Benefits include healthcare, wellness, financial, retirement, family support, continuing education, and time‑off benefits.

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.