Help Desk Specialist - Bethesda, United States - CACI International

CACI International Bethesda, United States

2 weeks ago

Description

Help Desk Specialist - TS/SCI w/ Poly

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

* *

CACI is seeking a Help Desk Specialist to join Our Luke Team You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customers enterprise. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. You will be a part of the Help Desk team covering work hours and supporting the team on various rotations Monday Friday from 7am-7pm and weekend coverage from 7am-5pm once a month. Invent your future and make a lasting impact at CACI

**Duties include but are not limited to:**

+ Serve as subject matter expert, possessing in-depth knowledge of Help Desk support

+ Support on Low and High email, phone and potentially Skype

+ Providing details to any bugs found by end users, tester(s) or stakeholder to the development team

+ Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences

+ Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system

+ Updating documentation in Confluence and web tool

+ Posting Notification banners and events

+ Interfacing with the User Engagement team and Government Program Office when required

+ Demonstrating product to internal program team

+ Providing statistics and producing special requests for Government Program Office when required

+ Apprising User Engagement team of any request from users and participating in focus groups

+ Respond to and diagnose problems through discussion with user

+ Ensure a timely process through which problems are controlled includes problem recognition, research, isolation, resolution, and follow-up step

+ Supervise operations of help desk and services as focal point for customer concerns

+ Provide support to end users on a variety of issues

+ Identify, research, and resolve technical problems

+ Respond to telephone calls, email, and personnel requests for technical support

+ Document, track, and monitor the problem to ensure a timely resolution

+ Provide second tier support to end users

+ Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

+ Simulate or recreate user problems to resolve operating difficulties

+ Recommend systems modifications to reduce user problems

+ Providing feedback to development team on potential enhancements

+ Supports other high transaction help desk

+ Special projects and tasks as assigned

**Youll Bring These Qualifications:**

+ 5+ years of relevant experience.

+ TS/SCI clearance with poly

+ Demonstrated experience and problem-solving abilities to assist customers with a variety of queries

+ Ability to communicate effectively in a fast-paced environment

**These Qualifications Would be Nice to Have:**

+ Demonstrated experience with providing customer service for systems that reside in a secure environment

**What we can offer you:**

At CACI, our philosophy of employee development and advancement rests on a cultural foundation of providing unlimited and equal opportunity for growth, recognition, and rewards. We provide the environment, support and responsive, available management to nurture and stretch your abilities. We also offer a career mobility program to make it easy to build a dynamic career at CACI and offer flexible work schedule arrangements to support work/life balance.

+ CACI has been named one of Fortune magazines Worlds Most Admired Companies and has been named an Energage Top Workplace USA for 2023

+ CACI also has more than 20 Communities of Practice to share and gain skills and knowledge regarding various technologies and topics including SAP, Salesforce, Agile Development, and many more. The associated Learning Academies provide training and certifications to gain additional skills and build your brand.

+ We offer competitive benefits and learning and development opportunities

+ We are mission-oriented and ever vigilant in aligning our solutions with the nations highest priorities

+ With over 25,000 employees worldwide, CACI has been named a Best Place to Work by the Washington Post

+ For over 60 years, the principles of CACIs unique, character-based culture have been the driving force behind our success

**Company Overview:**

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

**Pay Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here )

The proposed salary range for this position is:

$54,200 - $111,000

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