CACI International Tier 1 Help Desk Specialist in National Harbor, Maryland
Tier 1 Help Desk Specialist
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
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.
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 1 cannot 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.
Prior Help Desk experience ( 2-4 years).
Experience with Service Now Ticket Management System and SharePoint a plus.
Education and Experience:
Typically requires bachelor's degree or equivalent.
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.
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.
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.
This position description is not an active opening but is representative of positions within CACI that are consistently available. Individuals who apply may
also be considered for other positions at CACI.
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.