Help Desk Operations Specialist

CACI International • Omaha, NE

75d • $49,200 - $100,900

About The Position

As a Unit Level Intelligence (ULI) Toolkit Help Desk Support Specialist, you will have the opportunity to 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 DOD Top Secret security clearance.
• Bachelor's degree in a technical discipline from an accredited college or university is required. Additional Network Administration experience may substitute for a bachelor's degree.
• Minimum 3 years of related experience.
• Strong customer service and time management skills.
• Excellent communication and problem-solving skills.
• Creative thinking skills.

Nice To Haves

• CompTIA Security+
• 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 centers, servers, 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

• Provide account management, ensuring the currency and accuracy of all user and computer accounts.
• 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.
• Ensure maximum availability, security, and reliability of IT operations.
• Draft, edit, maintain, and provide input to local Standard Operating Procedures (SOPs).
• Identify, document, track, and examine customer-reported issues in a ticketing system to ensure timely resolutions.
• Troubleshoot customer application, hardware, network, and related performance issues.
• Prepare, test, and implement scripts to simplify system tasks for local use.
• Provide test and evaluation support for new technology and prepare reports detailing the results of the test and evaluation, including specific recommendations.
• Contact customers to provide detailed instructions or status updates to ensure satisfactory situational awareness.
• Manage multiple issues simultaneously in a fast-paced environment.
• Collect feedback from customers concerning their experience and build a knowledge management library to enhance the overall customer service experience.
• Write technical instructions and procedures for customers.
• Respond to telephone calls, email correspondence, and service requests for technical support related to supported networks, systems, and services.
• Perform onsite and remote analysis, diagnosis, and resolution of complex customer problems.
• Create, manage, and audit user accounts and activity to ensure access, performance, and security guidelines are maintained.
• Monitor IT systems and applications for risks, threats, vulnerabilities, and inefficiencies.

Benefits

• Healthcare
• Wellness programs
• Financial benefits
• Retirement plans
• Family support
• Continuing education
• Time off benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees