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Help Desk Coordinator, Lead

Req #: 134572
Location: Arlington, VA US
Job Category: Information Technology
Minimum Clearance Required: Secret

Job Description

CACI NSS Inc. has an immediate opening for Help Desk Coordinator Team Lead located in Arlington, VA.   The successful candidate will be responsible for the following:   Candidate will serve as a Team Lead for members of the level Tier II Service Desk support staff in providing friendly, expert support to JSP customers. Provide daily technical leadership to Tier II technicians and develop technical processes to improve services delivery. Provide technical oversight and project manager responsibilities on Tier II projects. Research and investigate technically sound solutions for IT environments. Diagnose and resolve technical issues the team is unable to resolve; manage and oversee monitoring tools & services. Perform remote diagnostics tasks. Provide outstanding customer service by interacting directly with client on client issues. Document issue and communicate back to client in clear, concise manner. Provide onsite client service as required. Works as part of the team to ensure tickets are resolved within Acceptable Quality Levels.     Duties and Responsibilities:   - Troubleshoots and supports Windows 7 operating systems, MAC OS, and advanced MS Office 2013 product issues, and other IT issues. - Documents incidents with detailed break-fix steps and resolution in Remedy ticketing system. - Provides advanced customer service and support - Communicates with customers in a professional and courteous manner. - Install, upgrade, and configure customer-specific hardware and software. - Accepts warm transfers from other technicians to continue remote support. - Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware. - Provides remote and on-site troubleshooting for hardware and software support. - Configures and maintains wireless mobile devices, including but not limited to Blackberries, iPhones and iPads. - Instructs customers in use of equipment and software. - Able to complete multiple simultaneous projects in a timely manner. - Interfaces with infrastructure, network operations, database, and development personnel. - Completes all corporate requirements in accordance with CACI.       EDUCATION & EXPERIENCE: Typically requires high school diploma or equivalent, and three to four years of related experience.   Required Qualifications:   The clearance level required is an active secret. Must obtain and maintain 8570 certification within 3 months of employment   Desired Qualifications:   3 - 4 years of directly related experience supporting help desk operations Team Lead experience Ability and comfortable with working directly with clients Excellent documentation skills The ability to write technical processes as well as perform technical duties.       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.

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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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