CACI International Helpdesk Coordinator II in Silver Spring, Maryland

Job Description

CACI is seeking a Helpdesk Coordinator II to join our team in Silver Spring, MD.


  • Provides low to moderate level of customer service support for office automation applications, personal computers, and printers.

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation

  • Accurately documents and reports problems to technical staff for resolution.

  • Performs departmental administrative duties as assigned, such as generation and tracking of purchase requests, maintenance contracts, staff data, and departmental policies and procedures.

  • Interfaces with carrier representatives to obtain pricing, service selection, and billing information.

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


  • High School Diploma

  • 2-3 yrs of Help Desk operations

  • CompTIA A+ certification (Remote Support or IT Technician)

  • Microsoft Office Specialist certification (Access, Excel, Powerpoint, Outlook and Word)

  • Strong knowledge of customer service practices

  • Experience with call management systems


  • Possess strong computer literacy skills with an emphasis on hardware, software and Internet protocols

  • Willingness & ability to learn quickly

  • Articulate speech, presentation, and writing skills

  • Ability to interact w/ others in a calm, professional manner

  • Ability to adapt to a changing environment (e.g. new standards, processes, hardware, software applications)

  • Attention to detail

  • Self-motivated w/ can do attitude

  • Outstanding organization skills

  • Ability to lead and multi-task in a dynamic organization

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.

Job Location


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.