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Tier 1 Help Desk Specialist for VIP Remote Support

Req #: 245265
Location: National Harbor, MD US
Job Category: Information Technology
Minimum Clearance Required: None

Job Description

What You’ll Get to Do:

  • Responsible for oversight of collection of incident information through VIP and customer conversation and self-service tools.  
  • Under general supervision, assists VIP’s and users with government client issued proprietary databases, software, software configuration control and systems.  
  • Functions as a mid-level subject matter expert in legacy customized client systems.  
  • Prioritizes and tracks VIP incidents and requests from identification through resolution ensuring a quality and timely end-to-end customer experience.  
  • Conducts initial assessment, triage, research and resolution for VIP incidents and requests regarding the use of application software products and/or infrastructure components.  
  • Communicates effectively and promptly on progress and status.  
  • Engages other appropriate resources to resolve VIP incidents by coordination, as necessary.  
  • Executes against established Service Level Agreements (SLAs).  
  • Documents resolutions and updates self-help and staff knowledge bases.  
  • Works with management and other Tier 1 Help Desk staff to identify recurring issues for VIP’s and to develop ideas for enhancing the quality and timeliness of VIP support.

More About the Role:

This role is for an IT specialist in support of Tier 1 operations for a large, complex government enterprise environment.  The overall objective of the work is to perform first contact resolution of VIP Help Desk calls that relate to computer use typical of desk-based and remote operations environments.  Primary focus is on creation of properly documented tickets for VIP issues received to include timely, accurate and detailed communication until resolution.  Secondary focus is on assisting non-VIP customers by utilizing technical knowledge for Windows 7/10 OS platforms and the ability to triage and remedy issues on a first call resolution .  In addition, there is the need to coordinate with other support groups to resolve issues that go beyond the Tier 1 level.  This includes coordination with Tier 2 field operations team, other help desks and management personnel.  Candidates will be required to work an 8-hour shift from the CACI National Harbor Operations Center.  Telework is minimal at the managers discretion and allowed during periods of inclement weather.  Reliable transportation is required as there is very limited public transportation available.  Parking expenses at this office are covered.  Support responsibilities and requirements include: 

  • Use troubleshooting or problem isolation techniques to expedite and facilitate the identification and resolution of reported VIP issues and requests
  • Diagnose and repair VIP problems in a manner that prevents future errors and problems
  • Leverage technical background to guide troubleshooting and incident management for VIP support
  • Demonstrate sound customer service and telephone etiquette in responding to VIP customer calls or inquiries
  • Demonstrate strong attention to detail, problem solving and a desire to provide outstanding customer support
  • Willingness to quickly respond and achieve management requirements
  • Develop and update Help Desk documentation to include training/policy documentation, quick reference guides and help sheets

You’ll Bring These Qualifications:

  • Bachelor’s degree or equivalent
  • Prior Help Desk experience (2-4 years)
  • Prior ServiceNow experience (2-4 years)
  • Able to obtain DHS Suitability clearance
  • Experience with Active Directory management and administration

These Qualifications Would be Nice to Have:

  • HDI Customer Service Representative Certification (HDI-CSR)
  • ITIL v3 Certification
  • Office 365

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.

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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