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CACI International Help Desk Specialist in Ashburn, Virginia

Help Desk Specialist

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

General Description:

What You’ll Get to Do:

Be part of a diverse team of Service Desk professionals, responsible for:

  • Supporting end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators to help reproduce and diagnose problems.

  • Providing remote support to users for network and desktop hardware and software problems.

  • Responding to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.

  • interacting with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems.

  • Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems.

  • Possess and apply comprehensive knowledge across key tasks and high-impact assignments.

  • Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites.

  • Collaborate with the engineering teams to identify, respond, and resolve tickets in a timely manner.

  • Communicate issues and resolutions with your team lead.

  • Define and strategize Incident, Knowledge and Problem management across a large-scale organization.

You Will Bring These Qualifications:

  • Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include, but not limited to:

  • 3-year check for felony convictions

  • 1 year check for illegal drug use

  • 1 year check for misconduct such as theft or fraud

  • Excellent verbal and written communication skills

  • Documentation and updating ServiceNow incidents.

  • Bachelor’s Degree and 5+ years related technical experience (experience considered in lieu of degree)

  • Experience with ServiceNow ticketing systems.

  • Providing support to end-users spanning a variety of issues.

  • Identifying, researching, and resolving technical problems.

  • Responding to telephone calls, email, and personnel requests for technical support.

  • Documenting, tracking, and monitoring the problem to ensure a timely resolution.

  • Providing second-tier support to end-users for either PC, server, or mainframe applications or hardware.

  • Ensuring product quality and timeliness of efforts.

  • Incident, Knowledge and Problem Management

These Qualifications Would Be Nice to Have:

  • Experience with ServiceNow

  • Experience with Problem and Incident Management

  • ITIL Certification, other Technical Certifications

  • Strong, active listening skills

  • CBP, DHS, Border Patrol Systems 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 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

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/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Pay Range: The proposed salary range for this position is $53,500-$109,600. 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, geographic location, 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 broad and competitive mix of benefits options is designed to support and protect employees and their families. Employment benefits include health and wellness programs, income protection, paid leave and, life insurance, retirement and savings.