Req #: 211504
Location: Montgomery, AL US
Job Category: Information Technology
Security Clearance: Secret
Clearance Status: Must be Obtainable
Technical Support Specialist/ Help Desk Specialist
CACI is currently seeking for a Help Desk Support Specialist to support our Air Force client. This opportunity can be in either Montgomery, AL or Panama City, FL
What You'll Get to Do:
As a Technical Support Specialist (T2), you will support the Air Force Civil Engineer NexGen Information Technology (AF CE NexGen IT) program. In this role, under immediate direction of a Technical Support Specialist (T3), and the Service Desk Lead or Manager, you will perform and coordinate help desk support for the AF CE NexGen IT system via telephone and email. Respond to user requests and resolve incidents within the defined service levels. Provide support to users in helping them navigate/use software applications and troubleshoot/resolve incidents. Document help desk contacts and provide data for help desk performance metrics. Ensure help desk personnel respond to and diagnose problems through interaction with users within the defined service levels. This includes problem recognition, research, isolation, and resolution steps.
Qualifications You Will Bring:
Ability to rapidly troubleshoot difficult problems and escalate problems to Tier-3 personnel when unable to resolve them.
Ability to rapidly learn and understand complex systems and processes.
Knowledge and use of problem management databases and help desk systems.
Ability to professionally communicate with customers by telephone and email.
Ability to perform follow-up with customers to gage customer satisfaction.
Ability to account for and manage help desk workload.
Ability to identify opportunities and make performance improvement recommendations as appropriate.
Ability to work in a dynamic team environment.
Meet the normal demands associated with an office environment.
Ability to use/operate a desktop/laptop computer for extended periods.
Working knowledge of typical office software (word processor, spreadsheet, email, etc.).
Bachelor's degree or equivalent, or 3-5 years of related experience.
Excellent customer service skills.
Excellent communications skills.
Applicants selected will be subject to a U.S. Government background investigation.
Experience with Integrated Workplace Management Systems (IWMS) and/or TRIRIGA a plus.
Experience with Open Technology Real Services (OTRS) Service Management System a plus.
Experience with Remedy ticketing system a plus.
Familiarity with IT Infrastructure Library (ITIL) and/or IT Service Management (ITSM) a plus.
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.
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.
Caci International Inc.