Job Information
CACI International Help Desk Technician in Fort Meade, Maryland
Help Desk Technician
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 Tier 1/2 Help Desk Specialist to join our team in Fort Meade, MD. This position, under general supervision, assists users with government databases, software, and systems.
Responsibilities:
This role is for an 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/tickets that relate to software issues. Primary focus is on the creation of properly documented tickets for issues received, including timely, accurate, and detailed communication until resolution. Secondary focus is on assisting customers by utilizing technical knowledge and the ability to triage and remedy issues on a first-call resolution.
Candidates will be required to work an 8-hour shift from the Fort Meade location during core hours of 6:00am – 4:00pm.
Support responsibilities and requirements include:
Use troubleshooting or problem isolation techniques to expedite and facilitate the identification and resolution of reported issues and requests.
Leverage technical background to guide troubleshooting and incident management for support.
Demonstrate sound customer service and telephone/ticket etiquette in responding to customer calls or inquiries.
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.
Willingness to quickly respond and achieve management requirements.
Additional Duties:
Participate in regular team meetings and contribute to process improvement initiatives.
Maintain and update knowledge base articles for common issues and solutions.
Assist in training new team members and providing mentorship.
Conduct basic hardware troubleshooting and maintenance when required.
Collaborate with higher-tier support teams for escalated issues.
Monitor system performance and report any anomalies or potential security threats.
Assist in software deployment and updates across the network.
Maintain accurate inventory of IT assets and track equipment assignments.
Provide periodic reports on help desk metrics and user satisfaction.
Assist in developing and updating user documentation and FAQs.
Participate in on-call rotation for after-hours support as needed.
Qualifications Required:
HS Diploma
TS/SCI with Polygraph
Strong problem-solving and analytical skills.
Excellent communication and customer service abilities.
Ability to work in a fast-paced environment and manage multiple priorities.
Desired:
Prior Help Desk experience (1-2 years).
Prior IT support experience (1-2 years).
Familiarity with common operating systems (Windows, macOS, Linux).
Bachelor’s degree in a technical discipline from an accredited college or university or in process.
Additional Desired Qualifications:
Knowledge of ITIL framework and best practices.
Familiarity with ticketing systems such as ServiceNow or JIRA.
Experience with remote desktop support tools.
Basic understanding of network protocols and troubleshooting.
Familiarity with cybersecurity best practices and compliance requirements.
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)
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Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, 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 (https://careers.caci.com/global/en/employee-benefits) .
The proposed salary range for this position is:
$78,700 - $165,300
CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.