Job Requisition Number: 92216
Category: Information Systems - Help Desk
Primary Location: Fort Meade, MD, US
Security Clearance: TS/SCI with Polygraph
Clearance Status: Must be Current
Schedule: Full Time
Type of Travel: None
Percent of Travel Required: None
This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
Under minimal supervision, responsible for third level telephone support to end user community on hardware, software and network related questions and use.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Troubleshoots determine problems for operating systems, applications and remote access, email, and telephone and wireless issues. Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request. 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. Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Tracks activities of field engineers to who tickets were assigned.
Must possess an advanced technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites.
Requires experience and knowledge of installation, configuration, and troubleshooting of computers.
Experience and knowledge of help desk call tracking management system.
Requires strong communication and excellent customer service skills.
EDUCATION & EXPERIENCE:
Typically requires associate's degree or equivalent and seven to nine years of related experience.
Must be able to obtain a TS/SCI with a polygraph.
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 clients. A member of the Fortune 1000 Largest Companies and the Russell 2000 Index, CACI provides dynamic careers for approximately 15,000 employees working in over 120 offices worldwide.
CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.
About CACI International Inc
CACI International Inc (CACI) along with its wholly owned subsidiaries and joint ventures, is an international information systems, high technology services, and professional services corporation. It delivers professional services and information technology solutions to its clients, primarily the United States government. Other customers include state and local governments, commercial enterprises and agencies of foreign governments. The Company operates two units: domestic operations and international operations. CACI delivers professional services and information technology (IT) solutions to its clients. Its services are primarily targeted to the areas of defense, intelligence, homeland security and IT modernization. In February 2010, the Company announced that it has completed its transaction to acquire SystemWare, Inc.