CACI International ANC Tier 1 Job Description (Help Desk Coordinator 2) in Fort Detrick, Maryland

Job Description

CACI Inc. has an immediate opening for a Help Desk Coordinator 2 for Arlington National Cemetery (ANC) located in Ft. Detrick, MD.

What You’ll Get to Do:

  • Primary duties will be to provide 24/7/365 Tier 1 support at a Service Desk supporting Arlington National Cemetery (ANC) to meet and/or exceed established Service Level Agreements (SLA’s)

  • Primary responsibilities include: answering and responding to inbound calls/emails/faxes in a timely and professional manner from US military families, DoD personnel and the general public

  • Ability to handle potentially sensitive calls with respect

  • Properly documenting interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes.

  • Maintains and updates records and tracking databases.

  • Alerts management to recurring problems and patterns of problems.

  • May route calls to product line specialists.

More About the Role:

We are looking for individuals to work a Monday thru Friday shift with multiple start times to fit the business needs. Other hour as need to include Weekends.

Also we are looking for candidates with Customer Service experience and/or a call center environment.

Qualifications:

Working knowledge in MS Windows environment (Windows 7 preferred), Active Directory, Outlook.

Experience with Remedy a plus or other ticketing systems.

Education:

Associates degree in any discipline with 100 hours of professional education related or experience.

Clearance:

US Security Clearance Required: Secret

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.

Job Location

US-Fort Detrick-MD-FT. DETRICK

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.