Service 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: Local
The Opportunity:
CACI's Agile Solution Factory (ASF) is hiring an experienced Help Desk Specialist to support a Customs and Border Protection (CBP) client located in Ashburn, VA. Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development for the Department of Homeland Security (DHS).
As a member of the BEAGLE ASF Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation's safety, security, and prosperity. CBP agents and officers are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.
Responsibilities:
Provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software. Researches, reproduces, diagnoses, and resolve issues using TEAMS and ServiceNow
Works independently to communicate technical information to users in a manner they understand and provide clear instructions for resolution.
Establish a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow-up steps.
Lead or contribute to IT projects such as system upgrades, migrations, regression testing and confirming new deployments for functionality.
Develop and maintain knowledge base articles, training materials, and documentation for the help desk team. Define and strategize Incident, Knowledge, and Problem management across a large-scale organization.
Collaborate with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments.
Possess and apply a comprehensive knowledge of working with end user business applications/software.
Collaborate with the application teams to identify, respond, and resolve tickets in a timely manner.
Act as a liaison between the help desk and enterprise clients, ensuring clear communication and high customer satisfaction.
Lead initiatives to improve help desk processes, efficiency, and customer service quality.
Qualifications:
Required:
Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include, but not limited to:
3-year check for felony convictions
1 year check for illegal drug use
1 year check for misconduct such as theft or fraud
Bachelor's Degree or equivalent experience and minimum 5 or more years of Help Desk or related technical experience (experience considered in lieu of degree)
Experience using a service desk ticketing system.
Experience providing advanced support to end-users spanning a variety of application/software issues.
Experience working with a development team in identifying, researching, and resolving advanced application software issues.
Experience documenting, tracking, and monitoring the problem to ensure a timely resolution.
Ensuring product quality and timeliness of efforts.
Demonstrated Incident, Knowledge, and Problem Management
Available for an on-call rotation depending on the application that is supported. (There are a very limited number of applications that require on-call support. The majority do not).
Desired:
Experience or education with information systems analyst or business analyst work.
Experience with ServiceNow
Experience with Problem and Incident Management
ITIL Certification, other Technical Certifications
Strong, active listening skills
CBP, DHS, Border Patrol Systems or Tier 2 Application Support experience
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
An environment of trust.
CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
Your potential is limitless. So is ours.
Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)
Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits) .
Since this position can be worked in more than one location, the range shown is the national average for the position.
The proposed salary range for this position is:
$56,000-$117,500
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.
