TS/SCI Help Desk & IT Operations Specialist

CACI International Inc.; Omaha (NE); On-site; USD 49,000 - 101,000; Full time

Job summary

CAC I International Inc. in the United States is seeking a Help Desk Operations Specialist within the ULI Toolkit program to serve as the primary contact for customers and to support all IT functions.

You will troubleshoot applications, hardware, and network issues, manage incidents in Jira and Confluence, and contribute to knowledge management while ensuring security and reliability of IT operations. The role emphasizes incident resolution, proactive monitoring, and effective communication with

Qualifications

• Active TS/SCI security clearance.
• Bachelor's degree in technical discipline (network administration may substitute).
• Minimum 3 years of relevant experience.
• CompTIA Security+ certification.
• Strong customer service and time management skills.
• Excellent communication and problem-solving skills.
• Creative thinking skills.

Responsibilities

• Assume responsibility for Incident, Problem and Service Request resolution.
• Proactively monitor calls, Incidents and Service Request workflows, processes, and queues to quickly identify and address issues that will impact the delivery or quality of services to users.
• Identify, document, track, and examine customer reported issues in a Jira Ticketing System to ensure timely resolutions. Troubleshoot customer applications, hardware, network, and related performance issues.
• Perform onsite and remote analysis, diagnosis, and resolution of complex customer problems.
• Respond to telephone calls, e-mail correspondence, and service requests for technical support related to support networks, systems, and services. Contact customers to provide detailed instructions or status updates to ensure satisfactory situational awareness.
• Collect feedback from customers concerning their experience and build a knowledge management library to enhance the overall customer service experience.
• Ensure maximum availability, security, and reliability of IT operations will be provided. Monitor IT systems and applications for risks, threats, vulnerabilities, and inefficiencies.
• Write technical instructions, procedures for customers Draft, edit, maintain and provide input to local Help Desk SOP.
• Provide account management ensuring currency and accuracy of all users and computer accounts.
• Create, manage, and audit user accounts and activity to ensure access, performance, and security guidelines are maintained.
• Provide test and evaluation support for new technology and prepare the reports detailing the results of the test and evaluation including specific recommendations.
• Prepare, test, and implement scripts to simplify system tasks for local use.

Skills

TS/SCI clearance

Customer service

Time management

Communication

Problem-solving

Creative thinking

Education

Bachelor's degree in technical discipline

Tools

Jira

Confluence

Job description

CAC I International Inc. in the United States is seeking a Help Desk Operations Specialist within the ULI Toolkit program to serve as the primary contact for customers and to support all IT functions.

You will troubleshoot applications, hardware, and network issues, manage incidents in Jira and Confluence, and contribute to knowledge management while ensuring security and reliability of IT operations. The role emphasizes incident resolution, proactive monitoring, and effective communication with