Help Desk Specialist SME

CACI International Inc
Bethesda, MD, US
Full-time

Help Desk Specialist SMEJob Category : Information TechnologyTime Type : Full timeMinimum Clearance Required to Start : TS / SCI with PolygraphEmployee Type : RegularPercentage of Travel Required : NoneType of Travel : None*

CACI is seeking a Help Desk Support to join Our Luke Team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customer’s enterprise.

You will serve as the subject matter expert, possessing in-depth knowledge of Help Desk Support. Our support in NOVA and Bethesda includes software engineering / development, O&M, technology investigations, customer advocacy, business process engineering, and system design.

Invent your future and make a lasting impact at CACI!

Duties include but are not limited to :

Respond to telephone calls, email, and personnel requests for technical support

Support on Low and High email, phone and potentially Skype

Relaying verbally or via email, any pertinent information / details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences

Documenting all end user interactions and writing bugs / issues / concerns in JIRA or other ticketing system

Interfacing with the User Engagement team and Government Program Office when required

Providing statistics and producing special requests for Government Program Office when required

Apprising User Engagement team of any request from users and participating in focus groups

Document, track, and monitor the problem to ensure a timely resolution

Interact with network services, software systems engineering, and / or applications development to restore service and / or identify and correct core problem

Providing Tier 1-4 support :

Tier 1 basic help desk resolution and service delivery.

Tier 2 in-depth technical support.

Tier 3 expert product and service support.

Tier 4 outside support for problems not supported by ODNI.

Ability to answer calls / walk ins and provide support until resolution to all students / staff / faculty at NIU. This may involved working with DIA, CIA, or ODNI Support Teams.

Create and reset passwords for NIU supported systems (Blackboard, websites, SharePoint)

Check for NIU system up / down

Issue system tokens (DIA systems)

Account administration and assistance for NIU systems

Access management ticket creation

Student acclimation and transition to NIU technology and systems

General computer hardward / software knowledge

SQL server (desired)

Windows server administration (desired)

Cloud administration (desired)

Hours that need to be covered- Monday-Friday 0700-2100

Reserve Weekend (about every four weeks)

Sat and Sunday (0700-1500)

Supports other high transaction help desk

Special projects and tasks as assigned

You’ll Bring These Qualifications :

5+ years of relevant experience.

TS / SCI clearance with poly

Demonstrated experience and problem-solving abilities to assist customers with a variety of queries

Ability to communicate effectively in a fast-paced environment

These Qualifications Would be Nice to Have :

Demonstrated experience with providing customer service for systems that reside in a secure environment

What we can offer you :

At CACI, our philosophy of employee development and advancement rests on a cultural foundation of providing unlimited and equal opportunity for growth, recognition, and rewards.

We provide the environment, support and responsive, available management to nurture and stretch your abilities. We also offer a career mobility program to make it easy to build a dynamic career at CACI and offer flexible work schedule arrangements to support work / life balance.

CACI has been named one of Fortune magazine’s World’s Most Admired Companies and has been named an Energage Top Workplace USA for 2023!

CACI also has more than 20 Communities of Practice to share and gain skills and knowledge regarding various technologies and topics including SAP, Salesforce, Agile Development, and many more.

The associated Learning Academies provide training and certifications to gain additional skills and build your brand.

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

With over 25,000 employees worldwide, CACI has been named a Best Place to Work by the Washington Post

For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our succe

30+ days ago
Related jobs
Promoted
RCG, Inc.
Silver Spring, Maryland

Help Desk Specialist - Tier II. Hardware & software installation, break/fix support, hardware deployment, desk-side support. Provide IT Support via phone calls, chat, and email, and create self-help guides. Use the service desk management system (ServiceNow) to log and track incidents and service re...

CACI International Inc
Bethesda, Maryland

Help Desk Specialist SMEJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * *. CACI is seeking a Help Desk Support to join Our Luke Team! You will provide su...

00100 LEIDOS, INC.
Camp Springs, Maryland

Help Desk / User Support Specialist. Provides telephone help desk and on-site support to end users. Performs help desk functions, such as answering and responding to user phone calls. A minimum of 1+ year of user support / help desk experience, including providing direct end-user support both teleph...

Abacus Technology Corporation
Silver Spring, Maryland

Abacus Technology is seeking a Help Desk Specialist to provide phone and in-person technical support for end users in an enterprise level environment. Able to troubleshoot and repair desktops and laptops. ...

ST2 ManTech Advanced Systems Intl
Adelphi, Maryland

Provide feedback and suggestions from customers to the appropriate internal team, analyzing and recommending process improvements in the help desk functional environment. Experience with help desk systems such as Atlasian (Confluence/Jira) or ServiceNow. ...

Job Details
Silver Spring, Maryland

Service Desk/Help Desk support experience. This Desktop Support Specialist will handle level 1 & 2 tickets. Hardware support (desktop and laptops; printers; scanners). Ability to build or install new workstations (desktops and laptops), especially by applying a standard image. ...

GDIT
River, Patuxent, MD, USA

HOW OUR HELP DESK SPECIALIST WILL MAKE AN IMPACT. Supervises operation of help desk and serves as focal point for customer concerns. Our services include program management, enterprise performance management, enterprise architecture, implementation of emerging capabilities and requirements, life cyc...

AT&T
Laurel, Maryland

AT&T has an opening for a Help Desk Specialist. The job duties of the Help Desk Specialist are as follows:. Our Help Desk Specialist Level 1 HD1 earns between. Small team providing service availability monitoring and help desk support for internet-like collaboration services hosted on a government i...

Promoted
Office of The Chief Financial Officer
Maryland, MD, United States

If you are invited to join our team, you must submit proof that you are fully vaccinated against COVID-19 to your initial HR representative, or you must request an exemption from your representative. IT Specialist (Application Software) - Data Services Group. The Information Technology Specialist wo...

University of Maryland
College Park, Maryland

The position is responsible for supporting IT/AV technology to faculty, staff, and students on site. Ability to support, identify, and troubleshoot general problems with IT/AV hardware. This unique proximity to business and technology leaders, federal departments and agencies, and a myriad of resear...