Help Desk Tier 2 Specialist, Senior

Help Desk Tier 2 Specialist, Senior

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular-Long Term Assignment

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity: 

Are you interested in continuing your career in Europe in a mission focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement of USAREUR-AF and their Mission Partners mission objectives. 

 

CACI has an excellent opportunity for an experienced, self-directed, Help Desk Tier 2 Specialist, Senior. This position is in support of USAREUR-AF Mission Partner ARN, located OCONUS in Poznan, Poland.  This position is required to travel OCONUS.  This position is located OCONUS. 

 

Responsibilities: 

• Provides Tier 2 in-depth troubleshooting and system-level support for incidents that cannot be resolved by the Tier 1 Help Desk support 

• Possesses expert knowledge of help desk processes, procedures, and response plans 

• Completes issue assessment and resolution within the specific Tier 2 SLAs or escalates to Tier 3 support 

• Applies knowledge and experience for the systems, equipment, software, and configurations being supported (e.g., ServiceNow, Service Desk+, Remedy) 

• Provides desktop and laptop Army Gold Master imaging and deployment and any custom imaging required by the MP being supported 

• Provides Tier 2 support for end users with thin client, network, application, or hardware issues 

• Possesses and applies a comprehensive knowledge across key tasks and high-impact assignments 

• Functions as a technical expert across multiple project assignments 

• May supervise others  

 

Qualifications: 

Required:  

• Currently hold an adjudicated Secret Clearance and be able to maintain 

• BA/BS + 8-12 years recent experience 

• Certification – 8140 - GFACT or CND or Security+ or GSEC 

• Possesses comprehensive knowledge of help desk processes and incident response procedures, with ability to conduct and supervise Tier 2 support and complex troubleshooting activities.  

• Possesses expertise to effectively assess and resolve or escalate high-impact issues.  

• Exhibits mastery of various IT systems, including ITSM tools such as ServiceNow and Remedy.  

• Experienced in managing a wide variety of requests related to thin client, network, application, or hardware issues, with advanced skills in desktop and laptop imaging, deployment, and custom configuration.  

• Desired background supporting military IT operations.  

 

Desired:  

• Desired ITIL Intermediate Service Capability 

• Adaptable to changing circumstances and operational nee