Help Desk Specialist

Posted:
8/6/2024, 5:29:26 AM

Experience Level(s):
Junior ⋅ Mid Level

Field(s):
Customer Success & Support

Workplace Type:
Remote

Help Desk Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

* * *

The Opportunity:

CACI is looking for a unique individual to join our team in as a Help Desk Specialist in support of the US Marine Corps. This will be a remote position with possible travel to customer site a few times annually. The ideal candidate will possess experience in Help Desk operations for DoD application support.


Responsibilities:
  • Apply strong interpersonal, communication and collaboration skills in support of team objectives and goals.
  • Provide professional customer support by responding to User Assistance Calls which can include communications via telephone, email, and escalated requests through our ticketing system.
  • Diagnose, resolve, and follow up on issues relating to various user concerns.
  • Provide accurate and timely written updates for problem resolution in the ticketing system, knowledge base repository, or troubleshooting procedures.
  • Proactively seek information from team members and other tier groups to aid in finding solutions for non-routine ticket issues.
  • Assist in providing support to project managers on topics such as issue escalation, issue/problem management, change management, and metrics.
Qualifications:

Required: 
  • Active DoD Secret clearance or higher is required
  • Must possess a High School diploma or equivalent and 3 years in a Help Desk environment with increasing responsibility.
  • Must be highly detail-oriented, organized, timely, and customer service-oriented.
  • Possess strong verbal and written communication skills.
  • Possess strong analytical and problem-solving skills.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences.
  • Ability to work well independently and in a team setting.
  • Adaptable, flexible, and able to deal with ambiguity and change.

Desired:
  • Experience supporting Help Desk in support of DoD IT systems and applications.
  • Experience with ticketing systems (ex. ServiceNow, Remedy, Jira, etc.)
  • General knowledge of software applications, operating systems, networking, or other technical domains.

-

_____________________________________________________________________________

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.

_____________________________________________________________________________

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.

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:

$47,100-$96,500

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.