GETS Help Desk Technician - Active TS/SCI REQUIRED
Req #: 236291
Job Category:Information Technology
Minimum Clearance Required: TS/SCI
What You’ll Get to Do:
CACI is looking for a TS/SCI cleared Help Desk Technician to act as a technical resource in assisting users to resolve problems with equipment and data. The successful candidates will work on a centralized help desk program facilitating the exchange of information and advice. They will also implement solutions and/or notify outsourced providers utilizing phone, support desk technologies to resolve simple to sometimes more complex problems for the end user.
Act as a technical resource in assisting users to resolve problems with equipment and data.
Work on a centralized help desk program facilitating the exchange of information and advice
Implement solutions and/or notify outsourced providers utilizing phone, support desk technologies to resolve simple to sometimes more complex problems for the end user.
More About the Role:
Established and productive professional individual contributor
Works independently with general supervision
Problems faced are difficult but typically not complex
May influence others within the job area through explanation of facts, policies and practices
Works to achieve operational objectives within job area with direct impact on department results. Works independently on larger, moderately complex projects/ assignments. Sets objectives for own job area to meet the objectives or goals of projects and assignments.
Responsible for making adjustments or recommended enhancements in systems and processes to solve problems or improve effectiveness of job area.
Problems and issues faced are general, and may require understanding of broader set of issues but typically are not complex. Problems may require understanding of other job areas. Problems are typically solved through drawing from prior experiences, with analysis of the issue.
Communicates with contacts typically within the department on matters that involve obtaining or providing information requiring some explanation or interpretation in order to reach agreement. May work to influence parties within own job function at an operational level.
May provide guidance and assistance to entry level professionals and/or support employees.
Requires practical knowledge of job area typically obtained through advanced education combined with experience.
Provide Tier I to Tier II level of customer service support for office automation applications, personal computers, and printers.
Answer, evaluate, and prioritize 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.
Interview users to collect information about problems and lead user through diagnostic procedures to determine source of error.
Log and track calls using problem management database and maintain history records and related problem documentation.
Accurately document and report problems to technical staff for resolution.
Perform departmental administrative duties as assigned, such as generation and tracking of purchase requests, maintenance contracts, staff data, and departmental policies and procedures.
Interface with carrier representatives to obtain pricing, service selection, and billing information.
Provide conference calling, fax and E-mail directory support through the use of multiple platforms and applications
You’ll Bring These Qualifications:
Must have current Security+ CE
5 years' experience in the maintenance of desktop and notebook computers
Experience with JIRA
Demonstrated proven experience interacting daily with supervisors and/or functional peer groups as well as directly with demanding customers
Excellent customer service skills, both verbal and written
Ability to obtain relevant computing environment certification within 6 months of starting
These Qualifications Would be Nice to Have:
A.S. in Computer Science, Information System, Mathematics, or IT related field
Knowledge with SOCET GXP Software and other Military Intelligence Analyst Software
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.