Help Desk Specialist

Aberdeen Proving Ground, MD, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
Help Desk Specialist
Job Profile:
IT Network Engineering T3

JR Type:
Job Category:
Information Technology
Minimum Clearance Required to Start:
Percentage of Travel Required:
Type of Travel:
Program/Opportunity Name:
Program | CBTA
Referral Bonus Plan:

Job Description:

Job Description:

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.


  • Primary focus is on creation of properlydocumentedticketsfor 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
  • Must have familiarity with Microsoft Office tools, Adobe, Oracle PL/SQL, Oracle SQL Developer, Google Chrome and Microsoft Edge browsers
  • Additionalfocusof thispositionentailstechnicalknowledge for Windows 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
  • 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
  • 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
  • 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

Required Skills:

  • Prior Help Desk experience (2-4 years)
  • Proficient candidates with using a ticket management system
  • Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required
  • Ability to learn legacy systems
  • Experience with SharePoint
  • Good teamwork, problem-solving, and analytical skills
  • Excellent verbal and written communication skills
  • Strong follow-up and organizational skills
  • Ability to learn new technology and obtain additional IT certifications as required
  • Possess the following certification: Security+
  • Must have TS/SCI

Desired Skills
  • Basic ability to run SQL queries, develop queries and investigate data
  • Possess at least one of the following Certifications: CompTIA A+ and Network+

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:

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.

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