Help Desk Specialist SME - TS/SCI w/ Poly
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is seeking a Help Desk Specialist to join Our Luke Team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer's enterprise. Interact with various Customer site in the WMA. Invent your future and make a lasting impact at CACI!
Responsibilities and Duties:
Serve as subject matter expert, possessing in-depth knowledge of Help Desk support
Travel to customer sites (Washington Metro Area (WMA)) to provide onsite troubleshooting support
Create new customer accounts
Provide daily access/account verification and troubleshooting assistance
Respond to and diagnose problems through discussion with users
Ensure a timely process through which problems are controlled - includes problem recognition, research, isolation, resolution, and follow-up steps
Supervise operations of help desk and services as focal point for customer concerns
Interact directly with government and Congressional customers; respond to telephone calls, email, and personnel requests for technical support
Document, track, and monitor end user issues to ensure a timely resolution
Provide second tier support to end users for either PC, server, or mainframe applications or hardware
Interact with other departments such as network services, software systems engineering, and/or applications development to restore end user service and/or identify and correct core problem
Simulate or recreate user problems to resolve operating difficulties
Recommend systems modifications to reduce user problems
Train government and Congressional users how to use the system
Required Qualifications:
Bachelor's Degree
TS/SCI clearance with poly
3+ years of experience
Demonstrated experience and problem-solving abilities to assist customers with a variety of queries
Ability to communicate effectively in a fast-paced environment
These Qualifications Would Be Nice to Have
Demonstrated experience with providing customer service for systems that reside in a secure environment
Working knowledge of ServiceNow is desired
Working knowledge with SharePoint
Working knowledge with JIRA
What we can offer you:
At CACI, our philosophy of employee development and advancement rests on a cultural foundation of providing unlimited and equal opportunity for growth, recognition, and rewards. We provide the environment, support and responsive, available management to nurture and stretch your abilities. We also offer a career mobility program to make it easy to build a dynamic career at CACI and offer flexible work schedule arrangements to support work/life balance.
CACI has been named one of Fortune magazine's World's Most Admired Companies and has been named an Energage Top Workplace USA for 2023!
CACI also has more than 20 Communities of Practice to share and gain skills and knowledge regarding various technologies and topics including SAP, Salesforce, Agile Development, and many more. The associated Learning Academies provide training and certifications to gain additional skills and build your brand.
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
With over 25,000 employees worldwide, CACI has been named a Best Place to Work by the Washington Post
For over 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success
Company Overview:
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
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)
The proposed salary range for this position is:
$54,200 - $111,000
