Tier 1 - Help Desk Specialist Senior

CACI International; Washington (District of Columbia); Hybrid; USD 54,000 - 111,000; Full time

Job summary

Join a leading company as a Tier 1 Help Desk Specialist, serving as the first point of contact for IT support at the United States Capitol Police. This hybrid role requires strong customer service skills and offers a dynamic work environment. You'll manage service requests, troubleshoot issues, and contribute to critical government operations. The position provides opportunities for professional growth and skill enhancement in IT support.

Benefits

Flexible Time Off

Access to Learning Resources

Career Advancement Opportunities

Qualifications

• US Citizenship and pass OBIC Criminal Check.
• Experience in customer service and IT support principles.
• 1-3 years of similar IT support experience.

Responsibilities

• Provide frontline Tier I support for OIS service requests.
• Document and manage all service requests using the ticketing system.
• Communicate effectively to ensure successful resolution of customer issues.

Skills

Customer Service

Communication

Troubleshooting

Tools

Microsoft Windows

Microsoft Office

Symantec Service Desk

Job description

Tier 1 - Help Desk Specialist Senior

Job Category:

Information Technology

Time Type:

Full time

Minimum Clearance Required to Start:

None

Employee Type:

Regular

Percentage of Travel Required:

Up to 10%

Type of Travel:

Continental US

The Opportunity:

Join the Office of Information Services (OIS) at the United States Capitol Police as a Tier I Help Desk Specialist. Serve as the first point of contact for IT support, managing service requests through various channels. This role offers an exciting opportunity to develop your customer service and technical skills in a dynamic, fast-paced environment supporting critical government operations.

Hybrid role! 3 days onsite and 2 days remote! Must be onsite for the first 30 days.

Work hours: 0600 - 1800. Shift work involved. Travel is involved.

Responsibilities:

1. Provide frontline Tier I support for OIS service requests via email, phone, and in-person interactions.
2. Document and manage all service requests using the Symantec Service Desk ticketing system.
3. Communicate effectively to ensure successful resolution of customer issues.
4. Report updates to OIS Operations management and suggest long-term solutions for common problems.
5. Triages and escalates complex IT issues to appropriate Tier II, Tier III, and management levels.

Qualifications:

Required:

• US Citizenship and pass OBIC Criminal Check.
• Experience in customer service and IT support principles.
• Proficiency with Microsoft Windows (7 and 10), Microsoft Office 2016, and Exchange/Outlook.
• Ability to troubleshoot basic computer issues and triage service requests.
• Strong communication skills for interacting with various stakeholders.
• Capability to train customers both formally and informally.
• Ability to work in a fast-paced environment supporting critical operations.

Desired:

• 1-3 years of similar IT support experience.
• Experience with help desk ticketing systems, preferably Symantec Service Desk.
• Knowledge of IT service management best practices.
• Ability to identify and propose process improvements.

Additional Information:

Join our team and support the USCP's technology needs. This position offers an excellent opportunity to enhance your IT skills, work with modern technology, and contribute to national safety.

What You Can Expect:

A culture of integrity: We prioritize character and innovation, supporting our team's mission to ensure national safety.

An environment of trust: We value each employee's contributions, offering flexible time off and access to learning resources.

Continuous growth: We support career advancement and innovation in our missions and your professional development.

Your potential is limitless. So is ours.

Learn more about CACI here.

Pay Range:

Salary varies based on location, experience, skills, education, and certifications. The proposed range is $54,200 - $111,000. We offer comprehensive benefits including healthcare, wellness, financial, retirement, family support, education, and time off. Learn more here.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, veteran status, or other protected characteristics.