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Help Desk Technician 1

Req #: 129826
Location: Fort Belvoir, VA US
Job Category: Information Technology Group
Minimum Clearance Required: Secret

Job Description

POSITION SUMMARY:   Join CACI as a Help Desk Technician supporting our Department of Defense customer. Working under close supervision, responsible for providing basic first 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 problems with operating systems, applications, remote access, email, and telephone and wireless issues.   Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team.   Defines and classifies level, priority and nature of problem, request and/or issue.   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.   Requires experience and knowledge of installation, configuration, and troubleshooting of computers.   Should 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 two to four 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.   CACI is an Equal Opportunity Employer: Females / Minorities / Individuals with Disabilities / Protected Veterans. 

Job Location



CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

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