Help Desk Support Specialist - Nebraska Staffing : Job Details

As a Unit Level Intelligence (ULI) Toolkit Help Desk Support Specialist, you will serve as a direct point of contact for customers to support all Information Technology (IT) functions. You will be responsible for troubleshooting customer applications, hardware, network, and related performance issues. Establish and maintain data in the IT Service Management Database; document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.

Provide account management ensuring currency and accuracy of all user and computer accounts

Assume responsibility for incident, problem, and service request resolution

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

Ensure maximum availability, security, and reliability of IT operations will be provided

Draft, edit, maintain, and provide input to local Standard Operating Procedures (SOP)

Identify, document, track, and examine customer reported issues in a Ticketing System to ensure timely resolutions

Troubleshoot customer application, hardware, network, and related performance issues

Prepare, test, and implement scripts to simplify system tasks for local use

Perform system backup and recovery utilizing network backup software

Provide test and evaluation support for new technology and prepare the reports detailing the results of the test and evaluation including specific recommendations

Ensure certification requirements are met IAW DoD 8140 .01-M Information Assurance Technical (IAT) II

Contact customers to provide detailed instructions or status updates to ensure satisfactory situational awareness

Manage multiple issues simultaneously in a fast-paced environment

Collect feedback from customers concerning their experience and build a knowledge management library to enhance the overall customer service experience

Write technical instructions, procedures for customers

Respond to telephone calls, e-mail correspondence, and service requests for technical support related to supported networks, systems, and services

Perform onsite and remote analysis, diagnosis, and resolution of complex customer problems

Create, manage, and audit user accounts and activity to ensure access, performance, and security guidelines are maintained

Monitor IT systems and applications for risks, threats, vulnerabilities, and inefficiencies

Apply fixes and patches as needed, or as directed

Required:

Active DOD Secret security clearance.

Bachelor's degree in a technical discipline from an accredited college or university is required and 2-5 years of relatable experience. Additional Network Administration experience may be substituted for a bachelor's degree.

Strong customer service and time management skills.

Excellent communication and problem-solving skills.

Creative thinking skills.

Desired:

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.

A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose to ensure the safety of our nation.

An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth. Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground in your career and in our legacy.

Your potential is limitless. So is ours. Learn more about CACI here.

The proposed salary range for this position is: $49,200 - $100,900

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.