CACI International Salesforce Help Desk Specialist (Secret) in Arlington, Virginia
CACI is the prime contractor for the MyNavyHR Transformation program, a large-scale integration and development transformation effort, that will offer significant growth opportunity for candidates. This position will be a unique and exciting career opportunity that will involve the integration, development, and deployment of enterprise wide systems involving COTS ERP, SaaS solutions, mobile solutions, and enterprise data analytics in a state-of-the-art Agile development environment. The transformation and integration of over 50 legacy systems to ERP and SaaS solutions will be a monumental technical experience for this position. In addition, the resulting solution will deliver direct support to our Navy Sailors and their families.
At CACI, our philosophy of employee advancement rests on a cultural foundation of providing unlimited equal opportunity for growth, recognition and rewards. We provide the environment and support to immediately nurture and stretch your abilities. The project offers a 5-year contract opportunity and a significant exposure and growth opportunity for individuals joining CACI. This project is part of a significant strategic growth plan centered on human capital systems and other ERP and SaaS lines of business in CACI. Joining the project offers more than a project assignment; it offers a career growth opportunity in a growing and strategic CACI line of business with great success for Federal and DoD market customers.
More About the Role:
Support and provide assistance in processing of incoming contacts to the Service Desk via telephone, portal, and e-mail to ensure courteous, timely, and effective resolution of customer issues.
Provide thorough triaging of tickets by liaising with other IT teams.
Supports in assisting staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
Troubleshoots and determines problems for customer specific operating systems and applications.
Responsible for assisting with the opening, tracking and closing trouble tickets.
Ensures problem ownership and promotes end-user satisfaction.
Participates in special projects as required.
Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.
Requires strong communication and excellent customer service skills. Role may be considered mission critical.
You’ll Bring These Qualifications:
US Citizenship required
Active Secret Clearance Required
Experience with Salesforce Platform products, such as Service Cloud and Communities
Knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing
Hands on experience with incident and problem management
Effective communication skills
Proven leadership skills with the ability to coach team members
Able to effectively influence and develop strong relationships with key stakeholders
Salesforce Administrator Certification - Required
These Qualifications Would be Nice to Have:
Experience with incident and problem management systems (e.g. Remedy, ServiceNow)
Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards
COMPTIA A+, or Network+, or Security+ Certification
ITIL v3 certification
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.