Help Desk Support Specialist

CACI International • North Charleston, SC

1d

About The Position

The Help Desk Support Specialist will provide technical assistance to end-users supporting two USMC projects under CACI’s military health portfolio. This role requires strong problem-solving skills, excellent communication, and the ability to work in an Agile Model Software Project Management environment. The ideal candidate will have familiarity with Atlassian tools, SQL, cloud applications, and possess an active Secret clearance.

Requirements

• Security: Active Secret clearance
• Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Experience: Minimum of two years of experience in a Help Desk or similar support role. Extensive experience with Windows operating systems, Microsoft Office Suite, and common troubleshooting tools. Experience working with the Agile Model in Software Project Management environment.
• Technical Skills: Strong knowledge of hardware, software, and networking fundamentals Proficiency in using remote desktop tools and IT service management systems Familiarity with SQL Knowledge of computer systems, cloud applications, and networks with various operating systems and solutions
• Soft Skills: Excellent professional communication and interpersonal skills Strong problem-solving and analytical thinking Ability to work well in a team environment and under pressure Customer service oriented, focused on user satisfaction and mission driven Excellent documentation skills Proven knowledge of basic troubleshooting Ability to maintain a high degree of flexibility and assist others as needed.

Nice To Haves

• Certifications - CompTIA A+ or equivalent certification, additional certifications (e.g. Network+, Security+)
• Familiarity with Atlassian tools such as Jira, Confluence, and Jira Service Management

Responsibilities

• User Support: Provide timely and effective technical support to end-users via phone and email Assist in the diagnosis and resolution of hardware, software, and network issues Escalate complex issues to higher-level support teams as needed
• Ticket Management: Log, track, and resolve support tickets using Jira Service Management Ensure timely closure of tickets and follow up with users to confirm issue resolution Provide and present metrics to customer monthly
• Documentation: Maintain accurate and up-to-date documentation of troubleshooting steps, solutions, and knowledge base articles in Confluence. Contribute to the update of standard operating procedures (SOPs).
• User Training: Provide training and guidance to end-users on the proper use of applications. Conduct workshops or create training materials as needed.
• Functional Team Collaboration: Work closely with various functional teams to address technical issues and support project goals. Communicate with government partners daily

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: Associate degree
• Number of Employees: 5,001-10,000 employees