POSITION SUMMARY: Join CACI as a Help Desk Technician supporting our Department of Defense customer. Under general supervision, responsible for providing second level telephone support to end-user community on hardware, software and network related problems, questions and/or issues. RESPONSIBILTIES: Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Troubleshoots determine problems for operating systems, applications and remote access, email, and telephone and wireless issues. Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team. Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned. Must possess an advanced technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Requires experience and knowledge of installation, configuration, and troubleshooting of computers. Must have basic knowledge of help desk call tracking management systems. Requires strong communication and excellent customer service skills. EDUCATION & EXPERIENCE: Typically requires associate‘s degree or equivalent and five to seven years of related experience. REQUIRED QUALIFICATIONS: Active DoD Secret clearance Experience interacting with customers/users Experience working in mission critical, fast-paced environments DESIRED QUALIFICATIONS: Experience with BMC Remedy IT Service Management Suite PHYSICAL DEMANDS: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
US-Fort Belvoir-VA-VIRGINIA SUBURBAN