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CACI International Help Desk Supervisor- Senior User Trainer in Chicago, Illinois

Help Desk Supervisor- Senior User Trainer

Job Category: Service Contract Act

Time Type: Full time

Minimum Clearance Required to Start: DOJ MBI

Employee Type: Regular

Percentage of Travel Required: Up to 25%

Type of Travel: Local

What You’ll Get to Do:

Assists in setting up and operating end-user support program for major applications in support of specific projects. Sets up overall user training programs, particularly for complex applications such as groupware and workflow packages which require active on-going training and support to ensure that they are being used effectively, but also for litigation support and office automation applications. Sets up facilities and procedures to ensure responsive support. Trains staff and sets up help desk staffing schedules. Organizes, prepares, schedules and conducts training sessions. Reports to Application Manager or Lead Project Manager. Supervises staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users.

More About the Role:

  • Training will most often be user-level training for specific databases or specific software packages, including word processing and other office automation packages, but may sometimes also include team building training, contract/document center orientations, etc.

  • Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.

  • Prepares training approach and materials.

  • Arranges for use of training facilities, for access to appropriate applications, etc.

  • Oversees and supervises help desk operations, including answering and responding to user phone calls, installing and troubleshooting litigation support packages on user desktops, and coordinating support with office automation support contractors and staff.

  • Supervises teams of Help Desk and User Trainer Specialists providing search, retrieval, and reporting support to client attorneys.

  • Receives requests and translates them into effective search strategies.

  • Designs appropriate output formats, assists users in constructing and refining queries and helps resolve problems related to accessing databases.

You’ll Bring These Qualifications:

  • At least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance to users.

  • Certain applications may require certification by the software provider.

  • Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.

  • Expert user of the Government's word processing, spreadsheet, and email systems.

  • Excellent oral and written communications skills required.

  • Must be eligible for U.S. security clearance. (U.S. Citizenship required.)

These Qualifications Would be Nice to Have:

  • At least one year teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications preferred.

  • Prior supervisory experience strongly preferred.

  • At least one year of experience in automated litigation support preferred.

  • Experience with DOJ office automation environments extremely helpful.

  • Undergraduate degree valued.

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.


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.