Helpdesk Support Specialist

Helpdesk Support Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

Selected candidate for hire MUST have their TS/SCI prior to hire.

What You'll Get to Do:

• Responsible for collection of incident information through customer conversation, and self-service support tools.

• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.

• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.

• Communicates promptly on progress.

• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.

• Executes against established Service Level Agreements (SLA).

• Documents resolutions and updates self-help and staff knowledge bases.

• Alerts management to recurring problems and patterns of problems.

• Provide statistics for the weekly Service Desk report on call trends.

More About the Role:

• Travel and working on-call is required on an as-needed basis. This is not a remote position. Must be based in the Rome, NY or Omaha, NE area.

• Must have the ability to multi-task; good time management and organizational skills.

• Must be able to effectively influence and develop strong relationships with key stakeholders.

• Strong communication skills across a range of business levels.

You'll Bring These Qualifications:

• Active TS/SCI security clearance required.

• High School diploma or equivalent with 3+ years of related technical support and/or systems experience or a Bachelor's degree with related experience.

• Strong technical support and troubleshooting skills.

• Experience with incident resolution.

• Working knowledge of computers, printers, laptops, and common Windows applications.

• Familiarity with IT service management tools such as BMC Remedy/Microsoft Service Manager.

• Excellent customer service skills.

• DoD IAT - Level II certification, Security+ CE.

These Qualifications Would be Nice to Have:

• Experience with the DoD or US military preferred but not required.

• RHEL/Linux and ServiceNow preferred but not required.

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 60 years, the principles of CACI's 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

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$56,000-$117,500