Help Desk/Certified Records Specialist

Help Desk/Certified Records Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

General Description

CACI is currently looking for a Help Desk Specialist with agile methodology experience to join our BEAGLE (Border Enforcement Applications for Government Leading-Edge Information Technology) Agile Solution Factory (ASF) Team supporting Customs and Border Protection (CBP) client located in Northern Virginia!

Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development for the Department of Homeland Security (DHS). As a member of the BEAGLE ASF Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity. CBP agents and officers are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity. ASF programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial. You should have worked with or have a strong interest in user-centered design, agile software development practices and delivering deployable software in short sprints.

What You'll Get To Do:

• Ensures problem ownership and promotes end-user satisfaction.
• Requires strong communication and excellent customer service skills. Role may be considered mission critical.
• Device setup and management for new software system.
• Troubleshoot application releases from the service desk level and monitor reported bugs/defects to be reported to the development team.
• Respond to escalated Service Now tickets from Tier 2.
• Troubleshoots and determines problems for customer specific operating systems and applications.
• Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.
• Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, the technician escalates problem to the appropriate team.
• Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.
• Respond to requests in a timely manner.
• Work with a team of Help Desk Specialists who support SEACATS application.
• Participates in special projects as required.
• Redact documents using Adobe Pro
• Responsible for opening, tracking and closing trouble tickets.
• Use SQL database queries to search for violator incidents.
• Respond to incident record requests by searching production system using the User Interface
• Troubleshoot Microsoft Surface Pro issues.

You Will Bring These Qualifications:

• Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include but are not limited to:

• One-year check for misconduct such as theft or fraud
• Three-year check for felony convictions o One-year check for illegal drug use
• US Citizenship required

• Hands on experience with incident and problem management
• Knowledge of SQL
• Requires a High School degree or equivalent, and at least 5 years of related work experience
• Effective communication skills

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.

Pay Range: The proposed salary range for this position is $56,000-$117,500. There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, geographic location, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. Employment benefits include health and wellness programs, income protection, paid leave and, life insurance, retirement and savings.