CACI International Help Desk Specialist in Fort Meade, Maryland
Serve as the initial point of contact, globally, for access to the Enterprise IT environment. You will get to deliver excellent technical/non-technical customer support with outstanding customer service, satisfaction and provide continual service improvement for the contract.
More about your role:
Independently work with IT users to resolve technical issues, utilizing your knowledge of various applications and operating systems.
Respond to queries that originate by phone, web-based portals, email, or other methods and recommend appropriate resolutions.
Adhering to Service Level Agreement guidelines, ensure that operational targets are consistently met and make recommendations to improve overall efficiency.
Communicate complex issues and confer with escalation team members.
Use desktop and online applications to document and monitor IT issues.
Read, write, and implement standard operating procedures and technical documentation.
You’ll bring these qualifications:
Bachelor’s Degree in Computer Science, Systems Engineering, or a related discipline or equivalent work/education experience.
Knowledge of desktop applications, operating systems, and peripheral hardware
Experience guiding and assisting users in the resolution of various IT issues.
Ability to read, write, and follow standard operating procedures and technical documentation.
Excellent interpersonal skills and the ability to provide verbal directions
Experience with enterprise IT ticketing systems.
Understanding of, and the ability to qualify and report, interactions and incidents
Strong interpersonal skills and a team player mindset
These qualifications would be nice to have:
Experience with commercial VTC systems, Media over Internet Protocol technologies and network capabilities.
Experience with Tandberg Monitoring System (TMS), preferably TMS V.11, and Marconi Virtual Presence System (ViPr).
CompTIA A+, CompTIA Network+, or a comparable higher level certification.
Experience working with IT customers within the Department of Defense.
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.
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.