Help Desk Specialist Sme

Help Desk Specialist SME
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type 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 success

Company Overview: 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 an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.