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CACI International Help Desk Support (Tier 1) in Fort Meade, Maryland

Help Desk Support (Tier 1)

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

The Help Desk Support personnel that provides technical assistance on computer systems. The help desk support person must have good technical knowledge and have the ability to communicate effectively with customers in order to understand, resolve and explain the solution to the end user. Candidate must have a minimum of 5 years of experience supporting IT systems in a help desk capacity. Must have familiarity with Windows 2016 System Administration, Microsoft Office tools, Adobe, Oracle PL/SQL, Oracle SQL Developer, Google Chrome and Microsoft Edge browsers, JIRA Software.

Primary Responsibilities: The Help Desk responsibilities include:

  • Managing the help desk, including receiving and resolving requests for the system, creating support tickets, obtaining application metrics.

  • Creating and maintenance of system accounts.

  • Maintaining system availability and reporting the system’s operational status.

  • Coordinating tasks with end users as well as database and server hosting teams for planned and unplanned outages.

  • Performing daily activities for monitoring and maintaining system health, including backups, database health checks, virtual host system health, and issue resolution.

  • Maintain system logs to monitor operations and assist in troubleshooting.

  • Monitoring data flow, statistics, etc. to identify potential problems and assist with troubleshooting.

  • Providing troubleshooting and restoration of systems during system outages.

  • Auditing and monitoring the performance of all processing systems, database, network, and computer systems, including system usages, traffic volumes and response times where applicable and within the project’s control.

  • Installing and configuring commercial and program specific applications software and upgrades.

  • Assisting with customer enterprise, maintaining the operating system of the host servers.

  • Conducting system testing.

  • Analyzing and diagnosing software and operator problems within the project domain.

  • Providing training on each new release.

  • Assisting with the planning and installation of system releases via the Configuration Control Board (CCB).

  • Development and updating of written plans and procedures to include emergency/contingency plans and troubleshooting procedures for system outages, system restart/recovery, LAN failures, etc.

  • Perform system software loading, tuning, updating and control file maintenance.

  • Allocating system resources in conjunction with the hosting team.

  • Participating in the CCB meetings.

  • Performing periodic system audits to ensure adherence to the functional traceability matrix as applicable.

  • Maintaining system documentation.

  • Participating in discussions concerning the monthly status report as applicable.

  • Monitoring and maintaining the database systems, including verifying the accuracy of database files; implementing CASPORT and dba tools, executing and providing customer reports as required.

  • Evaluating and performing acceptance tests of newly developed or upgraded capabilities of customer or commercial software.

  • Participating in defining security requirements to establish audit trails for personnel processing specified documents.


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.