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CACI International Help Desk Specialist in Washington, District Of Columbia

Job Description

CACI’s Business and Information Technology Solutions (BITS) Sector, is seeking an experienced Help Desk Specialist to support a large Department of Homeland Security (DHS) contract. If you are a motivated individual looking to be a part of critical mission, CACI would like to speak with you.

What You'll Get To Do:

Qualified candidates will provide technical support for a Department of Homeland Security client’s Information Technology Service Desk. The Service Desk team is responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a large user community. The ideal candidate will have experience in applying ITIL best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.

More About the Role:

  • Troubleshoots and determines problems for customer specific operating systems and applications

  • Responsible for opening, tracking, and closing trouble tickets

  • Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, the technician escalates problem to the appropriate team

  • Ensures problem ownership and promotes end-user satisfaction

  • Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support

  • Analyze and resolve complex service requests and incidents that have been escalated

  • Utilize advanced technical skills to analyze and resolve technical issues and tasks

You'll Bring These Qualifications:

  • Must be a U.S. Citizen

  • Must meet eligibility requirements to obtain a DHS HQ Entry on Duty (EOD)

  • DoD SECRET clearance required

  • At least 5 years of related work experience

  • Experience with patch management software (e.g., SCCM)

  • Experience installing, upgrading, and removing software

  • Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle

  • Ability to learn new technologies quickly (MS Operating Systems, Office Products, and Enterprise specified software).

  • Experience with Active Directory management and administration

These Qualifications Would be Nice to Have:

  • DoD 8570/8140 compliant certifications preferred

  • MCP Certification

  • ITIL v3 certification

  • HDI Certification

  • Knowledgeable of Configuration Change Management best practices

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.