Tier 1 - Help Desk Specialist Senior

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

Job summary

A leading company is seeking a Tier 1 Help Desk Specialist to provide IT support for the United States Capitol Police. This hybrid role involves assisting customers with technical issues, documenting requests, and ensuring effective communication. Ideal candidates will have strong customer service skills and the ability to troubleshoot various IT problems. Join a dynamic team dedicated to supporting critical government operations.

Benefits

Healthcare

Wellness benefits

Financial support

Retirement benefits

Continuing education

Qualifications

• US Citizenship required and pass OBIC Criminal Check.
• 1-3 years of experience in a similar IT support role.

Responsibilities

• Provide frontline Tier I support for OIS service requests.
• Document and manage service requests using ticketing system.
• Communicate effectively to resolve customer issues.

Skills

Customer Service

Communication

Troubleshooting

Tools

Microsoft Windows

Microsoft Office

Symantec Service Desk

Job description

Join to apply for the Tier 1 - Help Desk Specialist Senior role at CACI International Inc

Join to apply for the Tier 1 - Help Desk Specialist Senior role at CACI International Inc

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 30days.

0600 - 1800 Hours - Shift work! Travel is involved.

Responsibilities

• Provide frontline Tier I support for OIS service requests via email, phone, and in-person interactions
• Efficiently document and manage all service requests using the Symantec Service Desk ticketing system
• Deliver clear, effective communication to ensure successful resolution of customer issues
• Compile and report regular updates to OIS Operations management on common problems, suggesting potential long-term solutions
• Accurately triage and escalate complex IT issues to appropriate Tier II, Tier III, and OIS management levels
  
  

Qualifications

Required:

• US Citizenship is required and pass OBIC Criminal Check
• Experience in customer service and IT support principles and methods
• Proficiency with Microsoft Windows (7 and 10), Microsoft Office 2016, and Exchange/Outlook
• Ability to troubleshoot basic computer issues (desktop, laptop, tablet) and triage service requests
• Strong verbal and written communication skills for interacting with customers, peers, technical staff, and government personnel
• Capability to provide both formal and informal training to customers
• Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring
  
  

Desired

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

Join our team and play a vital role in supporting the USCP's technology needs. This position offers an excellent opportunity to enhance your IT skills, work with modern technology, and contribute to the important mission of the USCP. Apply now to start your rewarding career in IT support!

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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.

Your potential is limitless. So is ours.

Learn more about CACI here.

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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. Learn more here.

The Proposed Salary Range For This Position Is

$54,200 - $111,000

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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