Help Desk Support Specialist

Job Profile

Technical Support T3

JR Type

Funded

Job Category

Information Technology

Minimum Clearance Required to Start

Secret

Time Type

Full time

Employee Type

Regular

Clearance Pipeline

No

Percentage of Travel Required

Up to 10%

Type of Travel

Continental US, Local

Program/Opportunity Name

Program | DHRES

Referral Bonus Plan

$1,000 - Standard

Job Description

The Opportunity

The Help Desk Support Specialist will provide technical assistance to end-users supporting two USMC projects under CACI’s military health portfolio. This role requires strong problem-solving skills, excellent communication, and the ability to work in an Agile Model Software Project Management environment. The ideal candidate will have familiarity with Atlassian tools, SQL, cloud applications, and possess an active Secret clearance.

Responsibilities

• User Support:

Provide timely and effective technical support to end-users via phone and email

Assist in the diagnosis and resolution of hardware, software, and network issues

Escalate complex issues to higher-level support teams as needed

• Ticket Management:

Log, track, and resolve support tickets using Jira Service Management

Ensure timely closure of tickets and follow up with users to confirm issue resolution

Provide and present metrics to customer monthly

• Documentation:

Maintain accurate and up-to-date documentation of troubleshooting steps, solutions, and knowledge base articles in Confluence.

Contribute to the update of standard operating procedures (SOPs).

• User Training:

Provide training and guidance to end-users on the proper use of applications.

Conduct workshops or create training materials as needed.

• Functional Team Collaboration:

Work closely with various functional teams to address technical issues and support project goals.

Communicate with government partners daily

Required Qualifications

Security

Active Secret clearance

Education

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

Experience

Minimum of two years of experience in a Help Desk or similar support role.

Extensive experience with Windows operating systems, Microsoft Office Suite, and common troubleshooting tools.

Experience working with the Agile Model in Software Project Management environment.

Technical Skills

Strong knowledge of hardware, software, and networking fundamentals

Proficiency in using remote desktop tools and IT service management systems

Familiarity with SQL

Knowledge of computer systems, cloud applications, and networks with various operating systems and solutions

Soft Skills

Excellent professional communication and interpersonal skills

Strong problem-solving and analytical thinking

Ability to work well in a team environment and under pressure

Customer service oriented, focused on user satisfaction and mission driven

Excellent documentation skills

Proven knowledge of basic troubleshooting

Ability to maintain a high degree of flexibility and assist others as needed.

Physical Requirements

Will require occasional travel to other locations locally to the North Charleston CACI office

Desired Qualifications

Certifications - CompTIA A+ or equivalent certification, additional certifications (e.g., Network+, Security+)

Familiarity with Atlassian tools such as Jira, Confluence, and Jira Service Management

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.

The proposed salary range for this position is

$58,500 - $122,800

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.