Tier 1 Help Desk Specialist (VIP Remote Support)
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
Position Summary :
Responsible for oversight of collection of incident information through VIP and customer conversation and self-service tools. Under general supervision, assists VIP's and 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. Prioritizes and tracks VIP incidents and requests from identification through resolution ensuring a quality and timely end-to-end customer experience. Conducts initial assessment, triage, research and resolution for VIP incidents and requests regarding the use of application software products and/or infrastructure components. Communicates effectively and promptly on progress and status. Engages other appropriate resources to resolve VIP incidents by coordination, as necessary. Executes against established Service Level Agreements (SLAs). Documents resolutions and updates self-help and staff knowledge bases. Works with management and other Tier 1 Help Desk staff to identify recurring issues for VIP's and to develop ideas for enhancing the quality and timeliness of VIP support.
Job Duties and Responsibilities :
This role is for an IT specialist in support of Tier 1 operations for a large, complex government enterprise environment. The overall objective of the work is to perform first contact resolution of VIP Help Desk calls that relate to computer use typical of desk-based and remote operations environments. Primary focus is on creation of properly documented tickets for VIP issues received to include timely, accurate and detailed communication until resolution. Secondary focus is on assisting non-VIP customers by utilizing technical knowledge for Windows 7/10 OS platforms and the ability to triage and remedy issues on a first call resolution . In addition, there is the need to coordinate with other support groups to resolve issues that go beyond the Tier 1 level. This includes coordination with Tier 2 field operations team, other help desks and management personnel. Candidates will be required to work an 8-hour shift from the CACI National Harbor Operations Center. Telework is minimal at the managers discretion and allowed during periods of inclement weather. Reliable transportation is required as there is very limited public transportation available. Parking expenses at this office are covered. Support responsibilities and requirements include:
Use troubleshooting or problem isolation techniques to expedite and facilitate the identification and resolution of reported VIP issues and requests
Diagnose and repair VIP problems in a manner that prevents future errors and problems
Leverage technical background to guide troubleshooting and incident management for VIP support
Demonstrate sound customer service and telephone etiquette in responding to VIP customer calls or inquiries
Demonstrate strong attention to detail, problem solving and a desire to provide outstanding customer support
Willingness to quickly respond and achieve management requirements
Develop and update Help Desk documentation to include training/policy documentation, quick reference guides and help sheets
Minimum Qualifications :
BA/BS in relevant field, 3+ years relevant IT experience
Prior Help Desk experience (2-4 years)
Prior ServiceNow experience (2-4 years)
Able to obtain DHS Suitability clearance
Experience with Active Directory management and administration
Desired Qualifications :
HDI Customer Service Representative Certification (HDI-CSR)
ITIL v3 Certification
Office 365
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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) .
The proposed salary range for this position is:
$54,200 - $111,000
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.
