Tier 1 - Help Desk Specialist Senior
CACI International IncAbout the role
The Opportunity:
Join the Office of Information Services (OIS) at the United States Capitol Police as a Tier I Help Desk Specialist. Serve as the first point of contact for IT support, managing service requests through various channels. This role offers an exciting opportunity to develop your customer service and technical skills in a dynamic, fast-paced environment supporting critical government operations.
Hybrid role! 3 days onsite and 2 days remote! Must be onsite for the first 30days.
0600 - 1800 Hours - Shift work! Travel is involved.
Responsibilities:
Provide frontline Tier I support for OIS service requests via email, phone, and in-person interactions
Efficiently document and manage all service requests using the Symantec Service Desk ticketing system
Deliver clear, effective communication to ensure successful resolution of customer issues
Compile and report regular updates to OIS Operations management on common problems, suggesting potential long-term solutions
Accurately triage and escalate complex IT issues to appropriate Tier II, Tier III, and OIS management levels
Qualifications:
Required:
US Citizenship is required and pass OBIC Criminal Check
Experience in customer service and IT support principles and methods
Proficiency with Microsoft Windows (7 and 10), Microsoft Office 2016, and Exchange/Outlook
Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests
Strong verbal and written communication skills for interacting with customers, peers, technical staff, and government personnel
Capability to provide both formal and informal training to customers
Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring
Desired:
1-3 years of experience in a similar IT support role
Experience with help desk ticketing systems, preferably Symantec Service Desk
Knowledge of IT service management best practices
Ability to identify and propose process improvements
Join our team and play a vital role in supporting the USCP's technology needs. This position offers an excellent opportunity to enhance your IT skills, work with modern technology, and contribute to the important mission of the USCP. Apply now to start your rewarding career in IT support!
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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.
Your potential is limitless. So is ours.
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Pay Range: There are a host
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