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CACI Internationalposted 5 months ago
$53,100 - $106,300/Yr
Full-time • Entry Level
Denver, CO
Professional, Scientific, and Technical Services
About the position
The Integrated Service Desk Account Manager will serve as the primary point of contact for a large government organization, providing front line support and ensuring high-quality customer care. This role emphasizes effective customer service skills, problem-solving, and incident management, with a focus on improving overall customer satisfaction. The position requires the ability to manage and prioritize incidents while demonstrating essential customer service skills.
Responsibilities
- Provides first level support for inbound incidents and Service Requests
- Provides front line phone and email support related to system and application issues
- Routes issues according to issue type and severity
- Communicates effectively over the phone and in person with customers
- Creates support tickets in a web-based CRM while troubleshooting
- Documents problem resolutions for Tier 1 / 2 technicians
Requirements
- Active TS/SCI with a Poly required
- Security+ certification required
- 3+ years of experience in Help Desk support and/or system administration
- Proven experience as a help desk technician or other customer support role
- Experience and knowledge of Microsoft Active Directory
- Knowledge of basic network principles and functions (e.g., DNS, DHCP, TCP/IP)
- Experience administering and maintaining user accounts within Microsoft Active Directory
- Strong written, oral, and telephone communication skills
- Customer-oriented with excellent communication skills
- Excellent technical writing skills
Nice-to-haves
- Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment
- 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
Benefits
- Healthcare
- Wellness programs
- Financial benefits
- Retirement plans
- Family support
- Continuing education
- Flexible time off
