Systems Help Desk Operation Specialist

CACI International•Omaha, NE

About The Position

As a Systems Help Desk Operation Specialist, you will serve as a direct point of contact for customers to support all Information Technology (IT) functions. Your role will focus on providing support for systems and software applications, ensuring the optimal performance, security, and reliability of our IT infrastructure.

Requirements

Ability to acquire DOD Secret security clearance.
Bachelor's degree in a technical discipline from an accredited college or university is required.
Additional Network Administration experience may substitute for a bachelor's degree.
Strong customer service and time management skills.
Excellent communication and problem-solving skills.
Creative thinking skills.

Nice To Haves

CompTIA Security+
Knowledge of common customer service elements, processes, and techniques, including the IT Information Library (ITIL) processes.
Knowledge of Local Area Networks (LANs), Wide Area Networks (WANs), cloud computing, data center, server, and other communications systems to identify and resolve system and network issues.
Knowledge of office automation databases, devices, and related products to capture and track customer issues in a Ticketing System.

Responsibilities

System and Software Support: Provide support for customer applications, hardware, network, and related performance issues.
Troubleshoot and resolve complex system and software problems to ensure minimal downtime and maximum efficiency.
Incident and Problem Management: Assume responsibility for Incident, Problem, and Service Request resolution.
Establish and maintain incidents in Jira; document workarounds and generate known error sub-processes in Confluence to facilitate quicker diagnosis and resolution for future incidents.
Account Management: Ensure the currency and accuracy of all user and computer accounts.
Create, manage, and audit user accounts and activity to ensure access, performance, and security guidelines are maintained.
Proactive Monitoring: Proactively monitor calls, Incidents, and Service Request workflows, processes, and queues to quickly identify and address issues that will impact the delivery or quality of services to users.
Monitor IT systems and applications for risks, threats, vulnerabilities, and inefficiencies.
Documentation and SOPs: Draft, edit, maintain, and provide input to local Standard Operating Procedures (SOPs).
Write technical instructions and procedures for customers.
Scripting and Automation: Prepare, test, and implement scripts to simplify system tasks for local use.
Identify opportunities for automation to improve system efficiency and reliability.
Customer Engagement: Contact customers to provide detailed instructions or status updates to ensure satisfactory situational awareness.
Collect feedback from customers concerning their experience and build a knowledge management library to enhance the overall customer service experience.
Technical Evaluation: Provide test and evaluation support for new technology and prepare reports detailing the results of the test and evaluation, including specific recommendations.
Communication: Respond to telephone calls, email correspondence, and service requests for technical support related to supported networks, systems, and services.
Ensure excellent communication and problem-solving skills are applied in all customer interactions.

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.

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