Help Desk Specialist

CACI; Fort Meade (MD); On-site; USD 72,700 - 149,200; Full time

Job summary

CACI is seeking a Tier 1 Help Desk Specialist to join our Fort Meade, MD team. Under supervision, you will assist users with government databases, software, and systems, focusing on first contact resolution of Help Desk tickets.

The role requires an active TS/SCI Fullscope poly and the ability to work an 8-hour shift during core hours. You will troubleshoot issues, document thoroughly, and guide customers toward timely resolutions while maintaining excellent customer service and communication

Qualifications

• Active TS/SCI Fullscope poly.
• Familiarity with Windows and Linux operating systems.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Prior help desk experience (1–2 years) is desirable.
• Bachelor's degree in a technical discipline from an accredited college or university.

Responsibilities

• Provide Tier 1 help desk support for government databases, software, and systems.
• Document issues thoroughly and ensure timely communication until resolution.
• Triages and resolves issues on first contact when possible.
• Demonstrate strong customer service and professional telephone/ticket etiquette.
• Respond quickly to management requirements and adapt to shifting priorities.

Skills

TS/SCI poly

OS familiarity

Problem solving

Communication

Customer service

Education

Bachelor's degree in technical discipline

Job description

Job Title: Help Desk SpecialistJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * *

The Opportunity:

CACI is seeking a Tier 1 Help Desk Specialist to join our team in Fort Meade, MD. This position under general supervision, assists users with government databases, software, and systems.

Responsibilities:

This role is for an IT specialist in support of Tier 1 operations for a large, complex government enterprise environment. The overall objective of the work is to perform first contact resolution of Help Desk calls/tickets that relate to software issues. Primary focus is on creation of properly documented tickets for issues received to include timely, accurate and detailed communication until resolution. Secondary focus is on assisting customers by utilizing technical knowledge and the ability to triage and remedy issues on a first call resolution. Candidates will be required to work an 8-hour shift from the Fort Meade location during core hours of 6:00am – 4:00pm.

Support responsibilities and requirements include:

• Use troubleshooting or problem isolation techniques to expedite and facilitate the identification and resolution of reported issues and requests.

• Leverage technical background to guide troubleshooting and incident management for support,

• Demonstrate sound customer service and telephone/ticket etiquette in responding to customer calls or inquiries.

• Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support.

• Willingness to quickly respond and achieve management requirements

Qualifications:

Required:

• Active TS/SCI Fullscope poly.

• Familiarity with common operating systems (Windows, Linux).

• Strong problem-solving and analytical skills.

• Excellent communication and customer service abilities.

• Ability to work in a fast-paced environment and manage multiple priorities.

Desired:

• Prior help Desk experience (1-2 years)

• Prior IT support experience (1-2 years)

• Bachelor's degree in a technical discipline from an accredited college or university.

What You Can Expect:

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.

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.

$72,700 - $149,200

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.