Help Desk Specialist

Help Desk Specialist

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

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CACI is seeking a Help Desk Specialist to join our Luke Team! You will provide direct hands on support to a mission customer as part of a small team that provides Tiers 1, 2, and 3 level support. You will be the primary point of contact for, and own the responsibility of, performing various technical support tasks involving both hardware and software items for this customer. You will invent your future and make a lasting impact at CACI!
Responsibilities:
• Perform a daily check of various IT services for the mission by completing a detailed checklist and relaying the status of all items on the checklist daily.
• Work to escalate and assist with resolution of issues discovered while performing the daily check.
• Create and update, on a regular basis, Help Desk as well as Technical Support documentation in Confluence and in ServiceNow.
• Intake Help Desk tickets and prioritize them per customer expectations and guidance.
• Support the IT Operations Manager by understanding appropriate and applicable Tier support levels.
• Escalate Tier 3 tickets by entering them in a supporting systems for visibility and communication purposes. Communicate with Tier 3 support partners for issue resolution.
• Support project reports by providing metrics, reports, and other information on a daily, weekly, and monthly basis.
• Provide hands-on support to a large number of office workstations to ensure they are secure and operational, and work to coordinate IT partner support when workstations indicate there are problems or are not operational.
• Support Data Transfer operations by maintaining data transfer equipment as well as intaking, addressing, and completing data transfer requests and transfer operations.
• Report security and or any operational anomalies to the IT Operations Manager, and work to support resolution.
• Advise IT Operations Manager of workforce or facility announcements that might impact IT Operations.
• Obtain and maintain operational support documents from the IT Operations manager, and post content to mission customer file systems.
Qualifications
Required:
• Demonstrated experience and problem-solving abilities.
• Ability to communicate effectively in a fast-paced environment and work with a sense of urgency and confidence with the user.
• Demonstrated experience with providing customer service for systems that reside in a secure environment.
• Bachelor’s degree preferably in an IT related field and 5 years of related experience. In lieu of a bachelor’s degree, add 2 additional years of experience if AA/AS, or 4 additional years of experience with HS diploma.
• Experience creating or updating and formatting How To / standard operating procedure documentation in Microsoft Word.
• Experience using Confluence and SharePoint.
• Active TS/SCI with Polygraph clearance is required.

Desired:
• Ability to demonstrate on the job learning.
• Ability to come up to speed quickly on customer needs and initiatives.

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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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 values the unique contributions that every employee brings to our company and our customers - every day. 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.

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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.

The proposed salary range for this position is:

$64,400 - $135,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.