Technical Customer Support Job
CACI International Inc - Washington, DC

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Job Requisition Number: 72407
Category: Service
Primary Location: Washington, DC, US
Security Clearance: DOJ MBI
Clearance Status: Must be Obtainable
Schedule: Full Time
Type of Travel: None
Percent of Travel Required: None

Description :
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:
The Civil Rights Division (CRT) of the Department of Justice (DOJ) is seeking technical customer support to assist the in-house staff supporting a user base of approximately 900 individuals. All are located within the Washington, DC area spread across five buildings.

This project requires the contract vendor to provide technical customer support assistance for the in-house support staff on incidents and issues not resolved or not within the scope of the help desk support. The contract personnel will also provide documentation of implemented changes and resolution of troubleshooting issues that they are involved in. The role and responsibility of the contract customer support personnel include, but is not limited to the following:

  • Assists in the design and implementation of computer systems and procedures supporting the administrative functions and litigation support activities of the Civil Rights Division.
  • Performs asset management activities for the Division. This includes maintaining the integrity of the data in the Division’s UAPM Inventory system.
  • Provides technical assistance to attorneys in the use of all Information Technology systems and in the training of attorneys and support staff responsible for the preparation of litigation.
  • Prepares the necessary reports and documentation regarding the nature, status and evaluation of the various analyses, systems or processes under supervision. Briefs new attorneys and managers regarding the various systems and procedures, and successfully communicates the objectives, capabilities and limitations.
  • Consults with Division managers concerning the design and implementation of division level and/or section level systems, and coordination and general use of the system. Has sole responsibility for installation of certain more complex software; and support of such work as performed by section personnel.
  • Creates reports for Senior Management on the usage rates of the Division’s wireless technology tools.
  • Trains and assists users on the use of various software packages supported by the office automation environment system. Provides guidance in creating customized macros and templates and completion of specialized work assignments. Works with users to implement Section 508 compliant IT software and hardware solutions when applicable.
  • Identifies system problems and designs appropriate corrective action based on knowledge of the system and standard corrective measures, recognizing problems which have not yet been encountered and which require technical attention; and providing information and recommendations to technical representatives on resolving the problem. In many cases, employee is expected to be able to correct operating deficiencies without recourse to technical representatives. In addition, employee provides reports to the supervisor on the effectiveness of the system, possible improvements to the system and areas to be investigated for possible expansion of system capabilities.
  • Independently performs analyses of equipment and software failures and provides recommendations on how to minimize or prevent such failures. May be required to meet with representatives of contract vendors to discuss recommendations.
  • Manages the equipment repair activities through contract for servers and for computer and printer maintenance.
  • Responsible for the day-to-day operations of the office automation system in the Civil Rights Division. This responsibility includes: a) monitoring the daily and weekly magnetic tape backup of all user data files to protect files that may be lost by accidental deletion or system failure; b) processing requests to restore files in the event of accidental deletion or system failure; c) monitoring all equipment to ensure proper functioning and coordinating service calls; d) in the event of a power failure or other system failure, assists in determining the extent of the damage or the deterioration of information.
  • Assures the effective operation of the computer room, including security (locked doors, limited access, etc.) Provides recommendations to supervisor on improvements or problems as deemed necessary.
Required Qualifications:
Knowledge of information technology (IT) systems and office automation requirements. The personnel should have knowledge of IT systems customer support principles, methods, and practices and the interrelationship among different IT disciplines in order to represent the customer support office during the planning, installation, and implementation of new or revised IT systems.

Knowledge of the Department of Justice and Federal Government security policies and procedures for information technology management, computers, and automated data processing.

Knowledge of the Department of Justice and Federal Government security policies and procedures for information technology management, computers, and automated data processing.

Knowledge of personal computers and laptop hardware, telecommunications, and networking. Knowledge of the President’s Management Agenda for real property asset management.

Expert knowledge of the Microsoft Office Suite, Windows operating system and various other word processing, spreadsheet, and email software packages.

Expert knowledge of problem solving techniques, particularly in dealing with data and system problems encountered by users in the operation of the office automation system.

Ability to utilize tact and diplomacy in dealing with users in order to assist them in resolving problems and to understand and analyze their needs.

At least two years of experience providing direct end user support for the applications being supported, including both telephone support and on-site assistance to users, is preferred. At least one year teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications preferred. Prior supervisory experience strongly preferred. Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported. At least one year of experience in automated litigation support preferred.

The clearance level required is dependent on the type of clearance supported by our client.

Company Description:
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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CACI provides information solutions and services in support of national security missions and government transformation for Intelligence,...