Help Desk Specialist - Senior

Help Desk Specialist - Senior

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI is seeking a Help Desk Specialist, Senior, based in the Washington DC metro area.

Responsibilities:

A day in the life (just a few of the things you may do on any given day):

• Provide Tier I support for requests for service through email, phone, or in-person interaction with USCP customers
• Document all requests for service using the existing Help Desk ticketing system (Symantec Service Desk)
• Communicate information in an effective manner with a clear understanding so customer issues are successfully resolved
• Provide OIS Operations management with regular updates via email on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems

Expected shift schedule: 6:00am - 2:30pm

You will excel in the role if:

• You have previous helpdesk experience supporting a Government agency in a fast-paced work environment
• You have previous experience providing exceptional customer service as the initial point of contact for users requesting assistance by email, phone call, and in person
• Triage and escalate IT issues to Tier II, Tier III, and OIS management appropriately

Qualifications:

Required: 

• 3+ years of experience in a program of similar scope, type, and complexity
• Must have experience working in and knowledge of customer service and customer support principles and methods.
• Must be able to present formal and informal training and assistance to customers.
• Must be able to report, respond to, and resolve customer requests.
• Must have experience working with Microsoft Windows (Windows 7 and Windows 10) and Microsoft Office (MS Office 2016), and general Exchange/Outlook support.
• Must have experience in troubleshooting basic computer (desktop, laptop, tablet) issues and triaging as needed to resolve requests for service in a timely manner.
• Must be able to work in a fast-paced environment providing continuous support to users and critical operations monitoring and escalation.
• Must be able to communicate verbally effectively and in writing to customers, peers, technical staff, and Government.
• U.S. Citizenship Required and ability to obtain a Public Trust

Desired:

• Familiarity with the ITIL framework for IT Service Management.
• ITIL Foundations certification.

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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our br