CACI International Help Desk Coordinator 2 in Fort Detrick, Maryland

Job Description:

POSITION SUMMARY:

Under direct supervision, provides technical help desk support; interfaces with multiple levels of users, management, and technical staff

RESPONSIBILTIES:

  • Primary duties will be to provide 24/7/365 Tier 1 support at a Service Desk for the US Army to meet and/or exceed established Service Level Agreements (SLA’s)

  • Primary RESPONSIBILITIES include: answering and responding to inbound calls/emails in a timely and professional manner

  • Properly documenting interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes.

  • Maintains and updates records and tracking databases.

  • Alerts management to recurring problems and patterns of problems.

  • Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.

  • Diagnoses, identifies, isolates and analyzes problems utilizing historical database records and online SOP’s

  • May route calls to product line specialists.

EDUCATION & EXPERIENCE:

Typically requires high school diploma or equivalent, and one to two years of related experience.

Ability to obtain a Secret US Security Clearance

Must be DoD 8570 Compliant: A+(ce) or Sec+(ce) with HDI or Net+(ce) with HDI

Associates degree in any discipline with 100 hours of professional education related or experience with/hands-on working knowledge in MS Windows environment (Windows 7 preferred), Active Directory, Outlook. Experience with Remedy a plus or other ticketing systems.

US Security Clearance Required: Secret

Schedule

: Full-time

Shift

: Monday – Friday multiple start times to fit business needs (primarily)

Other hours as needed to include weekends

PHYSICAL DEMANDS:

Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where 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. A Fortune magazine World's Most Admired Company in the IT Services industry, CACI is a member of the Fortune 1000 Largest Companies, the Russell 2000 Index, and the S&P SmallCap600 Index. CACI provides dynamic careers for over 20,000 employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.