Help Desk Support Specialist

Job Title: Help Desk Support Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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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

1. 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

2. 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

3. 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).

4. User Training:

• Provide training and guidance to end-users on the proper use of applications.
• Conduct workshops or create training materials as needed.

5. 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

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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.