Help Desk Specialist Tier I

CACI International • Washington, DC

17h • Hybrid

About The Position

Join the Office of Information Services (OIS) at the United States Capitol Police as a Tier I Help Desk Specialist. Be the first point of contact for our valued customers, providing essential IT support and ensuring smooth operations. This role offers a unique chance to develop your customer service and technical skills in a dynamic, fast-paced environment. Hybrid role! 3 days onsite and 2 days remote! Must be onsite for the first 30days. Onsite required for first 30days and potential for Hybrid (2 days remote) in the future 0600 - 1800 Hours - Shift work! Travel is involved.

Requirements

• 1 - 3+ years of experience in a similar IT support role
• US Citizenship is required and pass OBIC Criminal Check
• Strong customer service skills and experience in IT support
• Proficiency with Microsoft Windows 11, Microsoft Office 365, and Exchange/Outlook
• Experience in troubleshooting basic computer issues (desktop, laptop, tablet)
• Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring
• Excellent verbal and written communication skills
• Capability to provide both formal and informal training to customers

Nice To Haves

• Experience with help desk ticketing systems, preferably Symantec Service Desk
• Knowledge of IT service management best practices
• Ability to identify and propose process improvements

Responsibilities

• Serve as the primary contact for OIS service requests via email, phone, and in-person interactions
• Efficiently manage and document all service requests using the Symantec Service Desk ticketing system
• Provide clear, effective communication to resolve customer issues successfully
• Deliver regular updates to OIS Operations management on common problems and suggest potential long-term solutions
• Triage and escalate complex IT issues to appropriate Tier II, Tier III, and OIS management levels

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed