What You’ll Get to Do:
As a Tier 1 Help Desk Specialist, you will respond to internal and external requests for support. As a specialist you will be responsible for logging the request, responding to the request, and routing it for support if needed. Knowledge of Windows and Unix is a plus. Excellent communication, customer support, follow through as well as attention to detail is required. A ticketing tool will be used to capture the request, route it for completion. You will be working with enterprise IT users and other IT support resources to efficiently and effectively resolve technical issues.
More About the Role:
In this role, you will provide remote support to users assisting them with their problem or request using online tools. Experience with a ticketing system such as Remedy, SM9 or ServiceNow is a plus. The candidate must also have one (1) year of experience with Microsoft Office. Attention to detail and customer service is key to success in this position. Training will be provided during the first few months on contract, DayShift training is required and will be coordinated with the On-Site Lead.
Position Shifts include Monday – Friday 6am-2pm, 8am-4pm, 10am-6pm. Consideration of multiple shifts is desired.
Other responsibilities may include:
•Prioritize and perform preliminary categorization of problems
•Work with other teams to obtain status and updates on tickets.
•Monitor, track, and assign Break/Fix (HD) and Install, Change, Move, Surplus (ICMS, i.e., SR) tickets
•Verify tickets for correct routing and research and reroute incorrectly routed tickets
•Management the assignment of tickets to appropriate queues, adhering to established Service Level Agreements.
•Check tickets for incomplete items or insufficient documentation.
•Complete required ticket updates and work documentation.
•Escalate problems to higher level management when required and/or necessary.
You’ll Bring These Qualifications:
High School Diploma and 5+ years of related experience or a Bachelors Degree in a technical discipline
•Experience with Microsoft Office products
•Experience working with ticketing systems
•Current TS/SCI Poly clearance is required
•IAT Level 1 A+ or Network + or higher certification accpeted
These Qualifications Would be Nice to Have:
UNIX operating systems knowledge
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.