Help Desk Technician (Sca)

Job Category: Service Contract Act
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
CACI is looking for a Tier 1 Helpdesk Technician for the Infrastructure Protection (IP) Gateway/Protected Critical Infrastructure Information (PCII) Consolidated Help Desk (CHD). The CHD is responsible for the initial intake and responses to routine requests for assistance and/or information and the escalation of programmatic or policy requests to appropriate personnel.
The CHD is also responsible for supporting Federal and State requests from users in all 56 U.S. States, territories and federally recognized Tribal Nations.
The shift for this position is from 11am - 7pm, Monday through Friday.
About The Role:

• Tier 1 Help Desk solutions, acting as the point of contact for internal and external customers on an Enterprise Service Desk
• Ensure that communications to key stakeholders are provided in a concise and timely manner
• Manage the processing of incoming contacts to the Service Desk via telephone, service portal, and e-mail to ensure courteous, timely, and effective resolution of customer issues
• Monitor all incidents and ensure timely resolution and/or escalation
• Identify problems and implement solutions
• Identify, recommend, develop, and implement internal training programs to increase system literacy and self-sufficiency.
• Provide thorough triaging of tickets by liaising with other IT teams.
• Provide written and oral communications
• Make recommendations for improving processes
• Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

Required Qualifications:

• DHS EOD Eligible (Active EOD preferred)
• Requires a high school diploma and at least six months of experience.
• Strong customer service skills
• Ability to multi-task; good time management and organizational skills
• Able to effectively influence and develop strong relationships with key stakeholders
• Strong communication skills across a range of business levels

Preferred Qualifications:

• Current DHS EOD
• Experience with incident resolution
• Active Directory experience

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 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.
Company Overview:
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.
This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI's government contract.
There are a host of other factors that can influence final salary including, but not limited to, geographical location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.