Help Desk Support Specialist Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: Secret Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Continental US * * * **The Opportunity:** As a Unit Level Intelligence (ULI) Toolkit Help Desk Support Specialist you will have the opportunity to serve as a direct point of contact for customers to support all Information Technology (IT) functions. You will be responsible to troubleshoot customer applications, hardware, network, and related performance issues. Establish and maintain data in the IT Service Management Database; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents. **Responsibilities:** + Provide Account management ensuring currency and accuracy of all user and computer accounts + Assume responsibility for Incident, Problem and Service Request resolution + Proactively monitor calls, Incidents and Service Request workflows, processes, and queues to quickly identify and address issues that will impact the delivery or quality of services to users + Ensure maximum availability, security, and reliability of IT operations will be provided + Draft, edit, maintain and provide input to local Standard Operating Procedures (SOP) + Identify, document, track, and examine customer reported issues in a Ticketing System to ensure timely resolutions + Troubleshoot customer application, hardware, network, and related performance issues + Prepare, test, and implement scripts to simplify system tasks for local use + Perform system backup and recovery utilizing network backup software + Provide test and evaluation support for new technology and the prepare the reports detailing the results of the test and evaluation including specific recommendations + Ensure certification requirements are met IAW DoD 8140 .01-M Information Assurance Technical (IAT) II + Contact customers to provide detailed instructions or status updates to ensure satisfactory situational awareness + Manage multiple issues simultaneously in a fast-paced environment + Collect feedback from customers concerning their experience and build a knowledge management library to enhance the overall customer service experience + Write technical instructions, procedures for customers + Respond to telephone calls, e-mail correspondence, and service requests for technical support related to supported networks, systems, and services + Perform onsite and remote analysis, diagnosis, and resolution of complex customer problems + Create, manage, and audit user accounts and activity to ensure access, performance, and security guidelines are maintained + Monitor IT systems and applications for risks, threats, vulnerabilities, and inefficiencies + Apply fixes and patches as needed, or as directed **Qualifications:** _Required:_ + Active DOD Secret security clearance. + Bachelor's degree in a technical discipline from an accredited college or university is required. Additional Network Administration experience may be substitute for a bachelor's degree + Strong customer service and time management skills + Excellent communication and problem-solving skills + Creative thinking skills _Desired:_ • CompTIA Security• Knowledge of common customer service elements, processes, and techniques, including the IT Information Library (ITIL) processes. • Knowledge of Local Area Networks (LANs), Wide Area Networks (WANs), cloud computing, data center, server, and other communications systems to identify and resolve system and network issues. • Knowledge of office automation databases, devices, and related products to capture and track customer issues in a Ticketing System. - **________________________________________________________________________________________** **What You Can Expect:** **A culture of integrity.** At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation. **An environment of trust.** CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality. **A focus on continuous growth.** Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy. **Your potential is limitless.** So is ours. Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci) **________________________________________________________________________________________** **Pay Range** : 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, 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. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits) . The proposed salary range for this position is: $49,200 - $100,900 _CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._