Help Desk Specialist

CACI•Norfolk, VA

About The Position

Join CACI as the prime contractor on a growing program supporting NAVSEA 03D3 Digital Program Office as a Help Desk Support Specialist supporting the Navy Maintenance and Modernization Enterprise Solution (NMMES), a mission-critical program that supports over 45,000 users executing naval ship and submarine maintenance operations worldwide.

Requirements

High School Diploma
Up to 2 years of technical support experience
Strong customer service skills
Basic understanding of computer systems and applications
Good communication abilities
Problem-solving skills
Must be able to obtain and maintain required security clearances
Must be willing to work assigned shifts
Must maintain customer service focus
Must follow security procedures
Must demonstrate patience and professionalism

Nice To Haves

Experience with DoD/Navy systems
Technical certifications (CompTIA A+, HDI)
Knowledge of help desk tools and procedures
Experience with ticket management systems
Understanding of IT security practices
Knowledge of Windows operating systems
Basic networking knowledge

Responsibilities

Serve as the initial point of contact for troubleshooting hardware and software problems
Respond to end-user phone, email, or chat requests for technical support
Resolve basic computer, application, system, device, access, or performance issues
Utilize product information and solution databases to research and troubleshoot problems
Advise users on methods to resolve and avoid future issues
Document incidents using help desk systems and tools
Escalate problems to appropriate levels or teams
Support software/hardware installations and upgrades
Set up user profiles and reset passwords
Fulfill service level standards for response time and quality
Maintain accurate documentation of all support activities
Support both legacy and modern applications