Help Desk Operations Specialist

The Opportunity:

As a Unit Level Intelligence (ULI) Toolkit Help Desk Support Specialist you will have the opportunity to serve as a direct point of contact for customers to support all Information Technology (IT) functions.

You will be responsible for troubleshooting customer applications hardware network and related performance issues. Establish and maintain incidents in Jira; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents in Confluence.

Responsibilities:
-Assume responsibility for Incident Problem and Service Request resolution.
-Proactively monitor calls Incidents and Service Request workflows processes and queues to quickly identify and address issues that will impact the delivery or quality of services to users.
-Identify document track and examine customer reported issues in a Jira Ticketing System to ensure timely resolutions. Troubleshoot customer applications hardware network and related performance issues.
-Perform onsite and remote analysis diagnosis and resolution of complex customer problems.
- Respond to telephone calls e-mail correspondence and service requests for technical support related to support networks systems and services. Contact customers to provide detailed instructions or status updates to ensure satisfactory situational awareness. Collect feedback from customers concerning their experience and build a knowledge management library to enhance the overall customer service experience.
- Ensure maximum availability security and reliability of IT operations will be provided. Monitor IT systems and applications for risks threats vulnerabilities and inefficiencies.
-Write technical instructions procedures for customers Draft edit maintain and provide input to local Help Desk Standard Operating Procedures (SOP).
- Provide account management ensuring currency and accuracy of all users and computer accounts.
- Create manage and audit user accounts and activity to ensure access performance and security guidelines are maintained.
-Provide test and evaluation support for new technology and prepare the reports detailing the results of the test and evaluation including specific recommendations. Prepare test and implement scripts to simplify system tasks for local use.

Qualifications:

Required:
-Active TS/SCI security clearance.
-Bachelors degree in technical discipline from an accredited college or university is required. Additional Network Administration experience may be substitute for a bachelors degree.

- Minimum 3 years of relevant experience
-CompTIA Security
-Strong customer service and time management skills
-Excellent communication and problem-solving skills
-Creative thinking skills

Desired:

- Knowledge of common customer service elements processes and techniques including the IT Information Library (ITIL) processes.
- Knowledge of Local Area Networks (LANs) Wide Area Networks (WANs) cloud computing data center server and other communications systems to identify and resolve system and network issues.
- Knowledge of office automation databases devices and related products to capture and track customer issues in a Ticketing System.

What You Can Expect:

A culture of integrity.

At CACI we place character and innovation at the center of everything we do. As a valued team member youll be part of a high-performing group dedicated to our customers missions and driven by a higher purpose to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. Youll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together we will advance our nations most critical missions build on our lengthy track record of business success and find opportunities to break new ground in your career and in our legacy.

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.

The proposed salary range for this position is: