Mid Helpdesk Technician with Security Clearance

Mid Helpdesk Technician 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 CACI is looking for a Helpdesk Technician in assisting users to resolve problems associated with an application. Work on a centralized help desk program facilitating the exchange of information and advice. More About the Role: * Provide Tier I and II level of customer service support for end users. * Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with application * Interview users to collect information about problems and lead user through diagnostic procedures to determine source of error. * Log and track calls using Jira and maintain history records and related problem documentation. * Accurately document and report problems to technical staff for resolution. * Provide conference calling, fax and E-mail directory support through the use of multiple platforms and applications * Provide frontline assistance to users problems and questions * Provide support for the capturing, escalation, tracking and communication of status of problems and incidents to the user community * Provide medial to inter-medial troubleshooting of incidents and problems for resolution * Isolates and advises users on services and technical assistance available and coordinates the provision of such assistance * Identify causes of job failures and provides consultation with regard to problem resolution * Maintains records of all contacts with members of the user community, specifically the nature of the contact, the resolution of the problem, personnel involved and such other details as necessary to identify the types of problems encountered and the resolution of problems * Develops or provides support for the development of guidance and training materials and updates * Provide support to testing activities for problem and incident resolution You’ll Bring These Qualifications: * Must have an active TS/SCI Clearance * Must meet 8570 IT Level II certification such as Security+ CE * Must possess BA/BS in related field and 4-8 years’ experience or 10-15 years’ experience in support labor category * Experience with JIRA * Demonstrated proven experience interacting daily with supervisors and/or functional peer groups as well as directly with demanding customers * Excellent customer service skills, both verbal and written * Ability to obtain relevant computing environment certification within 6 months of starting * Works with minimal guidance * Possess technical knowledge of procedures and processes required to support activity * Can assume supervisory role over junior personnel * Interfaces with users for requirements capture and solution options These Qualifications Would be Nice to Have: * Understanding of software development processes * Knowledge of agile methodologies 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 required by Executive Order 14042, Federal contractor employees are required to receive the necessary shots to be fully vaccinated by January 4, 2022 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to submit proof of vaccination before starting employment with CACI.