Tier 1 Help Desk Specialist

National Harbor, MD, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
Tier 1 Help Desk Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

Under general supervision, assists 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.

This role is for an IT Specialist in support ofa Tier 1 operations for a large, complex government enterprise environment. The overall objective of the work is to perform first contact resolution of Service Desk Calls that relate to computer use typical of desk-based and remote operations environments. This equates to over 20,000 calls and tickets per year.

More About the Role:
  • ServiceNow Ticket Management System expertise for HD Support
  • Bomgar & Lync Remote Desktop Access
  • Windows 7/10 OSTechnical Expertise
  • Password Issuance and Control System (PICS)-
  • Cisco VPN Client
  • iPhoneAdministration & Troubleshooting
  • Candidates will be expected to work the following shift out of the CACI National Harbor Operations Center:
    • Monday through Friday from 7:00am - 3:00pm
    • Teleworking: at managers discretion and allowed during periods of inclement weather
    • Reliable transportation required for position at National Harbor - very limited public transportation available. Parking expense at this office is covered
  • Seeking highly proficient candidates with Service Now ticket management system - must haveused it extensively within the last 3 years
  • Mandatorycertification required for permanent position to be offered: HDI Customer Service Representative Certification (HDI-CSR)
  • Primary focus is on creation of properly documentedtickets for all issues, incidents, and service requests received via phone, voicemail or email and reply via phone or email to inform the customer that their request has been received, give status updates or request additional information, if needed
  • Additionalfocus of this positionentailstechnical knowledge for Windows 7/10 OS platforms andthe ability to triage and remedy issue on a First Call Resolution
  • Use troubleshooting or problem-isolation techniques to expedite and facilitate the identification and resolution of reported issues and all requests for service in accordance with approved service level agreements

In addition, there is the need coordinate with other technicians outside of the Service Desk to facilitate escalating calls when Tier 1 cannot remotely diagnose or solve the problem:
  • Tier 2 Field Support for all users
  • Applications specific to the user community
  • Other Service Desks that provide access or services to the users
  • Maintain the resolution database with the latest known good steps
  • Manage the entire ticket lifecycle of all IT technical problems, issues, and requirements; this includes ticket follow-up and reports concerning aging tickets

You'll Bring These Qualifications:
  • Ability to obtain/maintain EOD Suitability Clearance
  • Bachelor's Degree or equivalent plus 3 years of experience or AA/AS plus 5 years or 9 years without degree.
  • Prior Help Desk experience (2-4 years)
  • Normal demands associated with an office environment - ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required

These Qualifications Would be Nice to Have:
  • Experience withServiceNow Ticket Management Systemand SharePoint a plus
  • Additional training will be required to support legacy systems
  • May require a security clearance and specialized technical certifications

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.


Company Overview: 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 an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

Similar jobs