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Integrated Service Desk Account Manager Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start:
TS/SCI with Polygraph Employee Type:
Regular Percentage of Travel Required:
None Type of Travel:
None The Integrated Service Center Account Manager will provide front line support and act as the primary point of contact for a large government organization with diverse customers.
Service Center Technicians will provide the highest quality customer care with every interaction.
This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes.
They must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.
What You’ll Get To Do:
Provides first level support for inbound incidents and Service Requests Provides front line phone and email support related to system and application issues High comfort level working with technology at a fast pace Ability to quickly route issues according to issue type and severity Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting) The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone You’ll Bring These
Qualifications:
Active TS/SCI with a Poly required Security
certification requires 3
year of experience in Help Desk support and/or system administration Experience and knowledge of Microsoft Active Directory Knowledge of basic network principles and functions (e.
g.
, DNS, DHCP, TCP/IP, etc.
) Knowledge of Microsoft folder, file, and sharing security Experience administering and maintaining user accounts within a Microsoft Active Directory Strong written, oral, and telephone communication skills Excellent technical writing skills; responsible for fully documenting problem resolutions for Tier 1 / 2 technicians Motivated and eager to learn and participate in a dynamically growing and changing environment Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred Degree or equivalent work experience Experience working with Help Desk ticketing tools and knowledge base resources Preferred Certifications:
CompTia A
CompTia Server
CompTia Network
HDI Customer Help Desk Analyst Microsoft Office Specialist BITS3 allspark 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 Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
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.
Recommended Skills Active Directory Group Active Listening Call Centers Communication Courtesy Curiosity googletag.
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6493971 CareerBuilder TIP For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.
Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website.
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Estimated Salary: $20 to $28 per hour based on qualifications.
Information Technology Time Type:
Full time Minimum Clearance Required to Start:
TS/SCI with Polygraph Employee Type:
Regular Percentage of Travel Required:
None Type of Travel:
None The Integrated Service Center Account Manager will provide front line support and act as the primary point of contact for a large government organization with diverse customers.
Service Center Technicians will provide the highest quality customer care with every interaction.
This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes.
They must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.
What You’ll Get To Do:
Provides first level support for inbound incidents and Service Requests Provides front line phone and email support related to system and application issues High comfort level working with technology at a fast pace Ability to quickly route issues according to issue type and severity Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting) The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone You’ll Bring These
Qualifications:
Active TS/SCI with a Poly required Security
certification requires 3
year of experience in Help Desk support and/or system administration Experience and knowledge of Microsoft Active Directory Knowledge of basic network principles and functions (e.
g.
, DNS, DHCP, TCP/IP, etc.
) Knowledge of Microsoft folder, file, and sharing security Experience administering and maintaining user accounts within a Microsoft Active Directory Strong written, oral, and telephone communication skills Excellent technical writing skills; responsible for fully documenting problem resolutions for Tier 1 / 2 technicians Motivated and eager to learn and participate in a dynamically growing and changing environment Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred Degree or equivalent work experience Experience working with Help Desk ticketing tools and knowledge base resources Preferred Certifications:
CompTia A
CompTia Server
CompTia Network
HDI Customer Help Desk Analyst Microsoft Office Specialist BITS3 allspark 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 Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
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.
Recommended Skills Active Directory Group Active Listening Call Centers Communication Courtesy Curiosity googletag.
cmd.
push(function() googletag.
display(‘div-gpt-ad-1622562035780-0’); ); Apply to this job.
Think you’re the perfect candidate? Apply on company site $(‘.
external-apply-email-saved’).
on(‘click’, function (event) window.
ExternalApply = window.
open(‘/interstitial?url=https%3A%2F%2Fclick.
appcast.
io%2Ftrack%2Fecykeyd%3Fcs%3Dlxe%26jg%3D4nq9%26bid%3D7g-BOD3yIyJl4P4ikp9YSg%3D%3D%26rdr%3Dhttps%3A%2F%2Fwww.
careerbuilder.
com%2Fjobs%3Fkeywords%3Daccount-manager-%28sales-and-related%29%2526location%3Dchantilly%2C-va’, ‘ExternalApply-j3v4yd76mbttbc78rb8’); ); googletag.
cmd.
push(function() googletag.
display(‘div-gpt-ad-1600875440430-0’); ); Help us improve CareerBuilder by providing feedback about this job:
Report this job Job ID:
6493971 CareerBuilder TIP For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.
Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website.
To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
