Tier 1 - Help Desk Specialist Senior

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

Job summary

Join a leading company as a Tier I Help Desk Specialist supporting critical government operations. This hybrid role offers the chance to enhance your IT skills while providing essential customer service and technical support. You'll work in a dynamic environment, ensuring effective communication and resolution of IT issues. With a focus on continuous support and operations monitoring, this position is ideal for those looking to grow in the IT field.

Benefits

Referral Bonus Plan

Healthcare Benefits

Wellness Benefits

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 all service requests using ticketing system.
• Triage and escalate complex IT issues to appropriate levels.

Skills

Customer Service

IT Support Principles

Communication

Troubleshooting

Tools

Microsoft Windows

Microsoft Office

Symantec Service Desk

Job description

Job Profile:

Technical Support T2

JR Type:

Funded

Job Category:

Information Technology

Minimum Clearance Required to Start:

None

Percentage of Travel Required:

Up to 10%

Type of Travel:

Continental US

Program/Opportunity Name:

Program | USCP - Support

Referral Bonus Plan:

$1,000* * *

Job Description:

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!

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 morehere.

The proposed salary range for this position is:

$54,200 - $111,000

CACI is anEqualOpportunity 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 otherprotectedcharacteristic.