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CACI International Junior Helpdesk Technician in Fort Gordon, Georgia

Junior Helpdesk Technician

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI is looking for a Helpdesk Technician in assisting users to resolve problems associated with an application. Work on a centralized help desk program facilitating the exchange of information and advice.

What You’ll Get to Do:

  • Act as a technical resource in assisting users to resolve problems with an application.

  • Work on a centralized help desk program facilitating the exchange of information and advice

More About the Role:

  • Provide Tier I level of customer service support for end users.

  • Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with application

  • Interview users to collect information about problems and lead user through diagnostic procedures to determine source of error.

  • Log and track calls using Jira and maintain history records and related problem documentation.

  • Accurately document and report problems to technical staff for resolution.

  • Provide conference calling, fax and E-mail directory support through the use of multiple platforms and applications

  • Provide frontline assistance to users problems and questions

  • Provide support for the capturing, escalation, tracking and communication of status of problems and incidents to the user community

  • Provide medial to inter-medial troubleshooting of incidents and problems for resolution

  • Isolates and advises users on services and technical assistance available and coordinates the provision of such assistance

  • Identify causes of job failures and provides consultation with regard to problem resolution

  • Maintains records of all contacts with members of the user community, specifically the nature of the contact, the resolution of the problem, personnel involved and such other details as necessary to identify the types of problems encountered and the resolution of problems

  • Develops or provides support for the development of guidance and training materials and updates

  • Provide support to testing activities for problem and incident resolution

You’ll Bring These Qualifications:

  • Must have an active TS/SCI Clearance

  • Must meet 8570 IT Level II certification such as Security+ CE

  • Must possess BA/BS in related field and 1-4 years' experience or 6-10 years’ experience in support labor category

  • Experience with JIRA

  • Demonstrated proven experience interacting daily with supervisors and/or functional peer groups as well as directly with demanding customers

  • Excellent customer service skills, both verbal and written

  • Ability to obtain relevant computing environment certification within 6 months of starting

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.

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