Lead Help Desk Specialist II — TS/SCI

CACI International Inc; Linthicum (MD); On-site; USD 60,000 - 122,000; Full time

Benefits offered by this job

Flexible time off

Learning resources

Job summary

CACI International Inc. is seeking a Help Desk Specialist II in Linthicum Heights, MD. You will be the primary contact for resolving technical issues, managing service requests, and maintaining documentation.

Responsibilities include ticket management, user training, and contributing to process improvements to ensure system functionality. The role requires strong customer service skills, technical expertise, and experience with enterprise ticketing systems.

Qualifications

• Bachelor's degree in a Technical, Math, or Business discipline is required.
• Five (5) years of Help Desk experience.
• An additional seven (7) years with an Associate's Degree or nine (9) years' experience may be substituted for Bachelor's.

Responsibilities

• Receive, triage, route, and resolve service requests and tickets originating through phone, email, web-based portals, and other channels.
• Utilize work aids and troubleshooting methodologies to resolve tickets at the lowest level of support.
• Create and manage Help Desk tickets in JIRA, providing timely acknowledgement and status updates to end users.
• Assist users with account creation, system access, and utilization of IT systems and related services.
• Provide training for system customers on the use of system-related services and tools.
• Develop, update, and maintain SOPs and technical documentation to reflect system changes and new functionality.
• Test ticket implementation to ensure customer requests and requirements are implemented correctly.
• Draft blog posts to disseminate and publicize new system functionality.
• Interface with customers to research and define requirements, translate requirements into solutions, and perform customer testing/acceptance.
• Attend weekly meetings to apprise the Government on ticket status and any issues/problems with ticket resolution.
• Provide recommendations to the Government on issues/problem identified through trend analysis.

Skills

Customer service

Verbal & written comms

Troubleshooting

Ticket tracking

Data analysis & metrics

Account management

Documentation writing

Independent worker

Team collaboration

Education

Bachelor's degree in Technical/Math/Business

5 years Help Desk experience

Alternative edu substitutions (Associate/9y exp)

Tools

JIRA

ServiceNow

Remedy

SharePoint

Job description

CACI International Inc. is seeking a Help Desk Specialist II in Linthicum Heights, MD. You will be the primary contact for resolving technical issues, managing service requests, and maintaining documentation.

Responsibilities include ticket management, user training, and contributing to process improvements to ensure system functionality. The role requires strong customer service skills, technical expertise, and experience with enterprise ticketing systems.