CACI International Help Desk Technician (SCA) in Arlington, Virginia
Help Desk Technician (SCA)
Job Category: Service Contract Act
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is looking for a Tier 1 Helpdesk Technician for the Infrastructure Protection (IP) Gateway/Protected Critical Infrastructure Information (PCII) Consolidated Help Desk (CHD). The CHD is responsible for the initial intake and responses to routine requests for assistance and/or information and the escalation of programmatic or policy requests to appropriate personnel. The CHD is also responsible for supporting Federal and State requests from users in all 56 U.S. States, territories and federally recognized Tribal Nations.
The shift for this position varies.
Duties and Responsibilities:
The Help Desk is operational from 7am – 7pm Monday through Friday. Possible shifts are 7am – 3pm, 8am, 4pm, 9am – 5pm, 11am – 7pm.
Tier 1 Help Desk solutions, acting as the point of contact for internal and external customers on an Enterprise Service Desk
Ensure that communications to key stakeholders are provided in a concise and timely manner
Manage the processing of incoming contacts to the Service Desk via telephone, service portal, and e-mail to ensure courteous, timely, and effective resolution of customer issues
Monitor all incidents and ensure timely resolution and/or escalation
Identify problems and implement solutions
Identify, recommend, develop, and implement internal training programs to increase system literacy and self-sufficiency.
Provide thorough triaging of tickets by liaising with other IT teams.
Provide written and oral communications
Make recommendations for improving processes
Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement
Provide end-user documentation
Work on-site at client location
DHS EOD Eligible (Active EOD preferred)
Requires a high school diploma and at least six months of experience.
Strong customer service skills
Ability to multi-task; good time management and organizational skills
Able to effectively influence and develop strong relationships with key stakeholders
Strong communication skills across a range of business levels
Current DHS EOD
Experience with incident resolution
Experience using Service Now, MS Office
Active Directory experience
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
We offer competitive benefits and learning and development opportunities.
We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
This position description is not an active opening, but is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.