Help Desk Technician- Level 1

CACI•Fort Meade, MD

2d•Onsite

About The Position

This position under general supervision, assists users with government databases, software, and systems. This role is for an IT specialist in support of Tier 1 operations for a large, complex government enterprise environment. The overall objective of the work is to perform first contact resolution of Help Desk calls/tickets that relate to software issues. Primary focus is on creation of properly documented tickets for issues received to include timely, accurate and detailed communication until resolution. Secondary focus is on assisting customers by utilizing technical knowledge and the ability to triage and remedy issues on a first call resolution. Candidates will be required to work an 8-hour shift from the Fort Meade location during core hours of 6:00am – 4:00pm.

Requirements

US Citizen with Active TS/SCI Fullscope poly.
Familiarity with common operating systems (Windows, Linux).
Strong problem-solving and analytical skills.
Excellent communication and customer service abilities.
Ability to work in a fast-paced environment and manage multiple priorities.

Nice To Haves

Prior help Desk experience (1-2 years)
Prior IT support experience (1-2 years)
Bachelor's degree in a technical discipline from an accredited college or university.

Responsibilities

Perform first contact resolution of Help Desk calls/tickets that relate to software issues.
Create properly documented tickets for issues received, including timely, accurate, and detailed communication until resolution.
Assist customers by utilizing technical knowledge and the ability to triage and remedy issues on a first call resolution.
Use troubleshooting or problem isolation techniques to expedite and facilitate the identification and resolution of reported issues and requests.
Leverage technical background to guide troubleshooting and incident management for support.
Demonstrate sound customer service and telephone/ticket etiquette in responding to customer calls or inquiries.
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.
Willingness to quickly respond and achieve management requirements.