Job Requisition Number: 72631
Category: Information Systems - Help Desk
Primary Location: Washington, DC, US
Security Clearance: Top Secret
Clearance Status: Must be Current
Schedule: Full Time
Type of Travel:
Percent of Travel Required: Up to 10%
At CACI, we don't just hire you for a job; we hire you for a career. CACI recruits, retains, and develops a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. We empower you to forge your path while providing you with the tools, guidance, and flexibility needed to accomplish your career goals. CACI has a clear, defined strategy that has guided our success for over fifty years.
Consider a career with CACI, where you will have the opportunity to make an immediate impact by providing the information technology and consulting solutions America needs to defeat global terrorism, secure our homeland and improve government services.
Duties and Responsibilities:
Deputy Help Desk Manager/Lead responsible for assuring users are provided efficient and timely first and second level support. Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required. Provides staff support for administrative tasks and projects relative to the Desktop and Telephony functions. Monitors and proactively monitor remedy queue to ensure tickets are being routed in a timely manner to the correct location as well as following up with assigned personnel to ensure timely resolution of problems. Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels. Invokes problem escalation procedures to coordinate recovery and isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department. Coordinates training requirements of Help Desk personnel, contributing to departmental productivity and development objectives by participating and leading training programs. Provides leadership by projecting a positive attitude, and providing learning incentives. Assists in resolving IT issues for customers when necessary.
Assists in the development and implementation of quality improvement programs for assigned departments. Solves problems and influences decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions. Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department while resolving problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position. Ability to manage multiple high priority initiatives in a fast paced highly technical environment.
- Requires a bachelor's degree or equivalent, and two to four years of related experience. Requires an in-depth understanding of the overall network infrastructure and ability to provide remote troubleshooting and resolution. Develops practical and workable solutions to clients' technical and business problems. Analyzes requirements and potential solutions for technical and economic feasibility. Competent to work on multiple phases of complex projects independently. Coordinates activities with superiors and client personnel to resolve technical and/or business issues and ensures the successful delivery of the project requirements. Requires approximately three years' experience over the base level. Additional education, training, and/or certifications are required above the base level. Requires Top Secret and the ability to obtain a high-risk- Public Trust (DOJ Clearance) Experience working with Active Directory and Group Policy is required.
U Under general direction in base labor category description, develops practical and workable solutions to clients’ technical and business problems. Analyzes requirements and potential solutions for technical and economic feasibility. Competent to work on multiple phases of complex projects independently. Coordinates activities with superiors and client personnel to resolve technical and/or business issues and ensures the successful delivery of the project requirements.
M May be required to act as the technical supervisor. Requires approximately three years’ experience over the base level. Additional education, training, and/or certifications are required above the base level.
DoJ experience and technical certifications such as MCP, MCSE, Security +, Network +, A+ are preferable.
CACI provides information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian clients. A member of the Fortune 1000 Largest Companies and the Russell 2000 Index, CACI provides dynamic careers for approximately 14,900 employees working in over 120 offices worldwide.
CACI is an Equal Opportunity Employer M/F/D/V.
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