Systems Admin - Help Desk Specialist

CACI International

About The Position

CACI is seeking a highly motivated and customer-focused Help Desk Specialist to support the Operational Medicine Information Systems – Army (OMIS-A) program. This individual will play a critical role in ensuring the smooth operation of the OMIS-A suite of applications to include Joint Products (HALO, PHOENIXMed, BATDOK-J, TC2, Care Delivery Platform) by providing technical support, managing user accounts, and assisting with software testing to identify and resolve issues. If you are a detail-oriented IT professional with a passion for problem-solving and delivering exceptional customer service, we encourage you to apply and join our mission-driven team.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field. Equivalent work experience may be considered in lieu of a degree.
Baseline Certification: CompTIA Security+
Computing Environment Certification: Microsoft WIN11/AZURE
Minimum of 5-7 years of IT help desk or technical support experience.
Experience with trouble ticketing systems and user account management.
Familiarity with software testing and issue reporting processes.
Proficiency in troubleshooting hardware, software, and network issues.
Experience with Microsoft Office Suite and basic IT tools.
Knowledge of Active Directory for user account management.
Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Excellent customer service skills and a proactive approach to problem-solving.
Ability to man the help desk during business hours (0600–1500 EST, Monday–Friday).
Respond to calls, emails, and tickets within 1 hour during business hours.
Active Secret clearance

Nice To Haves

Experience supporting DoD or Army IT systems, particularly PHOENIXM

Responsibilities

Serve as the primary point of contact for the OMIS-A Help Desk, providing Tier 1 and Tier 2 and Tier 3 technical support to end users.
Respond to help desk calls, emails, and tickets within 1 hour during business hours (0600–1500 EST, Monday–Friday).
Log, track, and resolve trouble tickets using the designated ticketing system, ensuring timely resolution of issues.
Escalate unresolved issues to higher-tier support or development teams as needed.
Create, modify, and deactivate user accounts for PHOENIXMed in accordance with program policies and security protocols.
Assist users with password resets, account access issues, and permissions management.
Assist with testing all software updates and new features to identify bugs, usability issues, and areas for improvement.
Document and report software issues to the development team, providing detailed descriptions and replication steps.
Monitor system performance and availability, proactively identifying and addressing potential issues.
Perform routine system checks and maintenance tasks to ensure optimal performance.
Provide basic training and guidance to end users on how to use PHOENIXMed and other supported systems.
Develop and maintain user guides, FAQs, and other documentation to assist users in resolving common issues.
Troubleshoot hardware, software, and network connectivity issues.
Install, configure, and update software applications as needed.
Maintain an inventory of IT assets and ensure proper tracking of equipment.
Support the setup and configuration of new hardware, including computers, printers, and peripherals.
Provide exceptional customer service by maintaining a professional and courteous demeanor in all interactions.
Communicate effectively with users to understand their needs and provide clear, concise solutions.

Benefits

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.
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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume