Help Desk Operations Specialist

CACI International•Omaha, NE

1d•$49,200 - $100,900

About The Position

As a Unit Level Intelligence (ULI) Toolkit Help Desk Support Specialist, you will serve as a direct point of contact for customers to support all Information Technology (IT) functions. You will be responsible for troubleshooting customer applications, hardware, network, and related performance issues. Establish and maintain incidents in Jira; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents in Confluence.

Requirements

Active TS/SCI security clearance.
Bachelor's degree in technical discipline from an accredited college or university is required. Additional Network Administration experience may be substitute for a bachelor's degree.
Minimum 3 years of relevant experience
CompTIA Security+
Strong customer service and time management skills
Excellent communication and problem-solving skills
Creative thinking skills

Nice To Haves

Knowledge of common customer service elements, processes, and techniques, including the IT Information Library (ITIL) processes.
Knowledge of Local Area Networks (LANs), Wide Area Networks (WANs), cloud computing, data center, server, and other communications systems to identify and resolve system and network issues.
Knowledge of office automation databases, devices, and related products to capture and track customer issues in a Ticketing System.

Responsibilities

Assume responsibility for Incident, Problem and Service Request resolution.
Proactively monitor calls, Incidents and Service Request workflows, processes, and queues to quickly identify and address issues that will impact the delivery or quality of services to users.
Identify, document, track, and examine customer reported issues in a Jira Ticketing System to ensure timely resolutions. Troubleshoot customer applications, hardware, network, and related performance issues.
Perform onsite and remote analysis, diagnosis, and resolution of complex customer problems.
Respond to telephone calls, e-mail correspondence, and service requests for technical support related to support networks, systems, and services. Contact customers to provide detailed instructions or status updates to ensure satisfactory situational awareness. Collect feedback from customers concerning their experience and build a knowledge management library to enhance the overall customer service experience.
Ensure maximum availability, security, and reliability of IT operations will be provided. Monitor IT systems and applications for risks, threats, vulnerabilities, and inefficiencies.
Write technical instructions, procedures for customers Draft, edit, maintain and provide input to local Help Desk Standard Operating Procedures (SOP).
Provide account management ensuring currency and accuracy of all users and computer accounts.
Create, manage, and audit user accounts and activity to ensure access, performance, and security guidelines are maintained.
Provide test and evaluation support for new technology and prepare the reports detailing the results of the test and evaluation including specific recommendations. Prepare, test, and implement scripts to simplify system tasks for local use.