Integrated Service Desk Account Manager Day Shift

$53,100 - $106,300/Yr

CACI International - Denver, CO

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