Help Desk Service Specialist

Employer
CACI
Location
Scott Air Force Base, IL, United States of America
Posted
Nov 23, 2022
Closes
Dec 23, 2022
Ref
268792
Function
IT
Hours
Full Time
Help Desk Service Specialist
Job Profile:
Computer Operator IV

JR Type:
Proposal
Job Category:
Service Contract Act
Minimum Clearance Required to Start:
Secret
Percentage of Travel Required:
Up to 10%
Type of Travel:
Continental US, Local
Program/Opportunity Name:
Opportunity | USTRANSCOM Information Technology Service Management Enterprise Support Managed Services (ITSM) aka MITS
Referral Bonus Plan:
$1,000

Job Description:

CACI is looking for Help Desk Service Specialists to support our customer, U.S. Transportation Command (USTRANSCOM), at Scott AFB, Illinois. This position is contingent upon award of the USTRANSCOM Command, Control, Communication & Cyber Systems Managed Information Technology Services (MITS), Enterprise support Managed services.

What You'll Get to Do:

CACI has an excellent opportunity for an experienced, self-directed, Help Desk Service Specialist. This position is in support of a Department of Defense (DoD) organization, USTRANSCOM Directorate TCJ6 located at Scott AFB, IL.

The Help Desk Service Specialist is responsible for maintaining, analyzing, troubleshooting, and repairing personal computer systems, hardware, software, computer peripherals, and end user devices. Assist users via remote access and phone. Provide Tier 1 level support to users in resolving problems using service desk center tools. Support in the areas of electronic mail, account creation and maintenance, standard desktop applications, and above baseline COTS and GOTS applications. Triage and troubleshoot incoming issues using existing knowledge base articles and SOPs. Ensure tickets are addressed within identified Critical Success Factors (CSF) and in alignment with ITIL best practices. Ensure all actions are professionally and thoroughly documented within the ticketing system. Multiple device configuration including end user device support may be required. Assist in the creation and maintenance of documentation and SOPs.

Candidates need excellent problem-solving and customer service skills, as well as experience with desktop hardware, software applications, desktop operating systems and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. Other duties as assigned.

The successful candidate must be able to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner. The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts. The candidate must be experienced in interfacing with both client managers and system users.

More About the Role:

Specifically the Service Desk Technician will be responsible for supporting systems, users and applications on a geographically dispersed Windows 10 Enterprise network. Provide Event Management, Incident Management, Problem Management, Request Fulfillment, Change Management, and Change Evaluation support. Provide Enhanced Trusted Agent (ETA) Support Services and Multi-Factor Authentication support services. Candidates must be willing to work shifts and/or weekends to provide 24x7x365 support.

You'll Bring These Qualifications:

  • Currently hold an adjudicated Secret Clearance and be able to maintain
  • AA/AS + 3 years experience
  • Modern Desktop Administrator Associated: MS 365 or Microsoft Certified Solutions Associate (MCSA) certification
  • CompTIA Security+ (IAT Level II or greater)


These Qualifications Would be Nice to Have:

  • ITIL v3 - Foundation
  • CompTIA A+ and/or Network+
  • Experience with Citrix application and desktop virtualization
  • Experience with Cloud services
  • Automation using Microsoft PowerShell, VBScript, or batch files
  • Adaptable to changing circumstances and operational needs
  • Understanding of Department of Defense Military standards
  • Experience working with basic networking to include foundations of Cisco Routers and Switches
  • Experience with DoD IT security requirements


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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