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Job DescriptionWhat You’ll Get to Do:
Responsible for oversight of collection of incident information through customer conversation and self-service support tools.
Under general supervision, assists users with government client issued proprietary databases, software, software configuration control and systems.
Functions as a mid-level subject matter expert in legacy customized client systems.
Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
Conducts initial assessment, triage, research and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
Communicates promptly on progress and status.
Engages other appropriate resources to resolve incidents that are beyond the scope of their ability or responsibility by routing as necessary.
Executes against established Service Level Agreements (SLAs).
Documents resolutions and updates self-help and staff knowledge bases.
Works with management to identify recurring issues, ensure quality control and ensure timeliness and accuracy in ticket processing.
More About the Role:
This role is for a Senior IT specialist in support of Tier 1 operations for a large, complex government enterprise environment.
The overall objective of the work is to perform first contact resolution of Help Desk calls that relate to computer use typical of desk-based and remote operations environments.
This equates to over 20,000 calls and tickets per year.
Primary focus is on creation of properly documented tickets for all issues received and oversight, quality control and timeliness of ticket processing to include customer communication, ticket status requests and resolution.
In addition, there is the need to coordinate with other support groups to facilitate escalation of issues that go beyond the Tier 1 level.
This includes coordination with Tier 2 field operations team, applications teams, other help desks and management personnel.
Candidates will be required to work an 8-hour shift from the CACI National Harbor Operations Center.
Telework is minimal at the managers discretion and allowed during periods of inclement weather.
Reliable transportation is required as there is very limited public transportation available.
Parking expenses at this office are covered.
Support responsibilities and requirements include:
Leverage technical background to guide troubleshooting and incident management of staff as necessary
Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
Demonstrate strong attention to detail, problem solving and a desire to provide outstanding customer support
Willingness to quickly respond and achieve management requirements
Develop and update Help Desk documentation to include training/policy documentation, quick reference guides and help sheets
Administer ticket quality control and timely and accurate ticket processing
You’ll Bring These Qualifications:
Bachelor’s degree or equivalent with 3 years of relevant experience
Prior Help Desk experience (2-4 years)
Prior ServiceNow experience (2-4 years)
Able to obtain DHS Suitability clearance
Experience with Active Directory management and administration
These Qualifications Would be Nice to Have:
HDI Customer Service Representative Certification (HDI-CSR)
ITIL v3 Certification
Office 365
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
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.
For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
Job LocationUS-National Harbor-MD-MARYLAND SUBURBANCACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. 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 proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.
