CACI International Tier 1 Help Desk Specialist (12:00 noon - 8:00 pm) in National Harbor, Maryland

Job Description

POSITION SUMMARY:

Under general supervision, assists users with government client issued proprietary databases, software, software configuration control and systems. Functions as a mid-level subject matter expert in legacy customized client systems.

RESPONSIBILTIES:

This role is for an IT Specialist in support of a Tier 1 operations for a large, complex government enterprise environment.

The overall objective of the work is to perform first contact resolution of Service Desk Calls that relate to computer use typical of desk-based and remote operations environments. This equates to over 20,000 calls and tickets per year.

Support requirements include:

  • Service Now Ticket Management System expertise for HD Support

  • Bomgar & Lync Remote Desktop Access

  • Windows 7/10 OS Technical Expertise

  • Password Issuance and Control System (PICS)-

  • Cisco VPN Client

  • iPhone Administration & Troubleshooting

  • Candidates will be expected to work one of the following shifts out of the CACI National Harbor Operations Center, (as available):

  • 5am-1pm, 7:30am-3:30pm or 12-8pm

  • Teleworking: at managers discretion and allowed during periods of inclement weather

  • Reliable transportation required for position at National Harbor - very limited public transportation available. Parking expense at this office is covered.

  • Seeking highly proficient candidates with Service Now ticket management system - must have used it extensively within the last 3 years

  • Mandatory certification required for permanent position to be offered: HDI Customer Service Representative Certification (HDI-CSR)

  • Primary focus is on creation of properly documented tickets for all issues, incidents, and service requests received via phone, voicemail or email and reply via phone or email to inform the customer that their request has been received, give status updates or request additional information, if needed.

  • Additional focus of this position entails technical knowledge for Windows 7/10 OS platforms and the ability to triage and remedy issue on a First Call Resolution

Use troubleshooting or problem-isolation techniques to expedite and facilitate the identification and resolution of reported issues and all requests for service in accordance with approved service level agreements.

In addition, there is the need coordinate with other technicians outside of the Service Desk to facilitate escalating calls when Tier 1cannot remotely diagnose or solve the problem:

  • Tier 2 Field Support for all users

  • Applications specific to the user community

  • Other Service Desks that provide access or services to the users

  • Maintain the resolution database with the latest known good steps.

  • Manage the entire ticket lifecycle of all IT technical problems, issues, and requirements; this includes ticket follow-up and reports concerning aging tickets.

  • Able to obtain DHS Suitability clearance.

  • Shift 12:00 noon - 8:00 pm

Desired Qualifications:

Prior Help Desk experience ( 2-4 years).

Experience with Service Now Ticket Management System and SharePoint a plus.

EDUCATION & EXPERIENCE:

Typically requires bachelor's degree or equivalent, and two to four years of related experience. Additional training will be required to support legacy systems. May require a security clearance and specialized technical certifications.

PHYSICAL DEMANDS:

Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.

Job Location

US-National Harbor-MD-MARYLAND SUBURBAN

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.