Help Desk Specialist Jobs

Help Desk Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

What You’ll Get to Do:

• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
• Communicates promptly on progress.
• Alerts management to recurring problems and patterns of problems.
• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
• Documents resolutions and updates self-help and staff knowledge bases.
• Provide statistics for the weekly Service Desk report on call trends.
• Executes against established Service Level Agreements (SLA).
• Responsible for collection of incident information through customer conversation, and self-service support tools.

You’ll Bring These Qualifications:

• Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures
• Communicates information that requires explanation or interpretation
• Problems and issues faced are generally routine, but may require interpretation of procedures or policies to resolve problems.
• Requires basic job knowledge of systems and procedures obtained through prior work experience or education.
• Works under moderate supervision
• Communicates with contacts typically within the department on matters that involve obtaining or providing information requiring some explanation or interpretation in order to reach agreement
• Typically has 3 years of experience. May require vocational or technical education in addition to related work experience.
• Works to deliver on day-to-day objectives with direct impact on achievement of results for the job area. Work consists of tasks that are typically routine, with some deviation from standard practice. Works under moderate supervision for routine tasks. May seek advice of more senior personnel in the same area.
• Makes minor adjustments to working methods
• Checks and makes minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems. May be required to highlight areas of concerns/problems from day to day work and puts forth solutions to supervisor in own job area.
• May provide guidance and assistance to new or entry level employees.
• Established and productive individual contributor

These Qualifications Would be Nice to Have:

• Secret Clearance

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/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.