Help Desk Technician Tier 2

Job Title: Help Desk Technician Tier 2

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:
The Satellite Communications Operations Help Desk Technician Tier 2 - provides first-line support to all DoD users by resolving their technical issues and inquiries. Provide technical assistance for C2ISR Data Transport Infrastructure across global operational environments. Support focuses on rapid incident response, network troubleshooting, and coordinating service interruptions for transport infrastructure systems.

Responsibilities:

• Provide advanced technical support and assistance to end users in resolving escalated IT issues for a C2ISR Data Transport Infrastructure
• Conduct troubleshooting, diagnosis, and resolution of complex technical problems related to services in service catalogs.
• Assist users through multiple communication channels including in person, phone, chat, remote desktop, automated requests, email, and knowledge articles.
• Offer advanced support services during standard working hours to resolve escalated issues from Tier 1.
• Supporting operations 24 hours a day, seven days a week, 365 days a year (24/7/365) - shift work
• Facilitate advanced support to OCONUS personnel
• Maintain accurate records of service requests, solutions, and escalations

Qualifications:
Required:

• Active TS/SCI security clearance
• 5 years' experience with C2ISR Data Transport Infrastructure systems and networks
• CompTIA A+, Network + and Certified Network Defender (CND) certifications
• Obtain DoD-approved IA baseline certification for ADP-III/IT-III based on IAT level and CE/Operating System (OS) certificate within 6-months of hire

Desired:

• Experience with Role Specific Tools Such as:
• Service Desk ticketing systems (ServiceNow, Remedy)
• Knowledge base repositories
• Remote desktop support tools: (Microsoft Remote Desktop, TeamViewer)
• Collaboration platforms: (Microsoft Teams, Zoom, Outlook)
• PC diagnostic utilities; network connectivity testers.
• Remote access tools: (Secure OOBM, PuTTY, TS Reader, Wireshark) for Tier II/III troubleshooting.
• Performance monitoring dashboards (Grafana, Prometheus, SolarWinds) for proactive anomaly detection.
• Audio visual troubleshooting tools, inventory and asset management systems and documentation templates for procedures and trouble logs.

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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.

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.