<p>Provide first-level technical support in a 24x7 world-class service center, responding to inbound incidents and service requests via phone, email, and walk-up channels. Deliver frontline support for system, application, network, and infrastructure issues, ensuring fast, accurate triage and resolution. Perform initial assessment, triage, and resolution for common incidents; escalate complex or critical issues to Tier 2 or appropriate technical teams. Analyze, troubleshoot, and resolve issues involving end-user systems, servers, storage, network connectivity, and security controls. Provide face-to-face (walk-up) support where applicable, ensuring responsive, courteous customer service. Ensure resolution of all tickets and incidents in line with Service Level Agreements (SLAs) while providing timely and transparent communication to users. Support new infrastructure deployments and projects as assigned, ensuring alignment with mission requirements and system integrity. Work collaboratively with global 24x7 support teams, maintaining high operational standards and visibility into ongoing actions. Active TS/SCI with Polygraph is mandatory. Current DoD 8570 IAT Level II Certification (e.g., Security+) required. Associates Degree in a related technical field or 3-5 years of equivalent hands-on experience supporting enterprise IT operations in lieu of formal education. Minimum 3 years of experience in Help Desk support, IT service desk, or systems administration roles. Proven ability to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts, to support 24x7 mission-critical operations. Demonstrated customer service orientation, with experience supporting end users across phone, email, and walk-up service channels. Experience with Microsoft Active Directory administration (user accounts, group policies, access permissions). Understanding of basic networking concepts such as DNS, DHCP, TCP/IP. Proficient in file/folder/share security within Microsoft environments. Familiarity with RSA token administration or similar authentication systems. Strong written and verbal communication skills, including the ability to effectively document issue resolutions and communicate technical details to both users and leadership. Handle pressure, with the ability to manage high volumes of requests while maintaining quality and professionalism. Skilled in multitasking and using web-based CRM/ticketing tools (e.g., ServiceNow) to log, track, and resolve incidents and service requests. Motivated, proactive, and adaptable to dynamic mission and technology environments. Ability to communicate and coordinate effectively across multi-location, highly visible government environments. Experience administering or supporting UNIX, Linux, and Windows server/client environments. Knowledge of or hands-on experience with virtualization platforms, especially VMware. Familiarity with enterprise monitoring tools such as HP OpenView or CA Concord. HDI Customer Help Desk Analyst certification or equivalent. Microsoft Office Specialist certification or demonstrable proficiency with Office suite. Experience supporting or interacting with Enterprise Management Systems. 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:</p>