Enterprise Service Desk Senior Technician (SIPRNet)

About the role

The Opportunity:
CACI is seeking a Senior Enterprise Service Desk Technician to support the Enterprise Information Technology as a Service (EITaaS) contract for the Department of the Air Force. As part of a team driving the modernization of Air Force IT operations, you will help transition support services from a traditional base-centric model to a streamlined enterprise service delivery approach.

This is an exciting opportunity to help establish and support a new centralized Secret Internet Protocol Router Network (SIPRNet) Service Desk capability. In this role, you will provide advanced technical support, resolve complex issues, and contribute to an exceptional customer experience for mission-critical users.

Operations are conducted 24/7 within a secure facility at Tinker Air Force Base. Team members may work a variety of schedules, including days, weekends, and swing shifts. Hybrid work opportunities may also be available in support of unclassified operations based in Oklahoma City.

If you are a customer-focused IT professional who enjoys solving complex problems and working in a collaborative environment, we encourage you to apply.
Responsibilities:

• Deliver advanced technical support by troubleshooting and resolving complex hardware, software, network, and user access issues.
• Manage incidents from initial intake through resolution, ensuring timely updates, accurate documentation, and appropriate escalation when needed.
• Utilize ServiceNow to track incidents, manage service requests, document resolutions, and support reporting requirements.
• Create, maintain, and enhance knowledge base articles to improve operational efficiency and expand self-service capabilities.
• Collaborate with team members and stakeholders to ensure consistent, high-quality customer support.
• Participate in cross-training initiatives, knowledge-sharing activities, and process improvement efforts to strengthen overall team capability.
• Maintain compliance with established service levels, security requirements, and operational procedures within a classified environment.

Qualifications:
Required: 

• Ability to obtain and maintain a DoD Secret Security Clearance.
• High school diploma and 6 to 10 years of relevant technical support experience.
• A bachelor's degree in a related field may substitute for up to five years of relevant experience.
• Ability to obtain a CompTIA Security+ certification, or equivalent certification, within six months of hire.
• Strong verbal and written communication skills with the ability to explain technical concepts to a variety of audiences.
• Demonstrated ability to work effectively in a collaborative, team-oriented environment.
• Experience supporting service desk operations, including troubleshooting, incident management, and ticket resolution.
• Hands-on experience supporting end-user devices, operating systems, applications, and related support tools.

Desired:

• Active DoD Secret Clearance or higher.
• CompTIA Security+ certification or equivalent.
• Experience supporting users and systems within classified environments.
• Experience using ServiceNow or a comparable IT service management platform.
• Experience working in a 24/7 operational support environment.

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI’s government contract for the work location.​

Minimum Required Hourly Wage:

$20.26

There are a host of other factors that can influence final salary including, but not limited to, geographical location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; 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.