Help Desk Technician (SCA)

　　Job Category: Service Contract Act

　　Time Type: Full time

　　Minimum Clearance Required to Start: None

　　Employee Type: Regular

　　Percentage of Travel Required: Up to 10%

　　Type of Travel: Local

　　The CHD is responsible for the initial intake and responses to routine requests for assistance and/or information and the escalation of programmatic or policy requests to appropriate personnel.

　　The CHD is also responsible for supporting Federal and State requests from users in all 56 U.S. States, territories and federally recognized Tribal Nations.

　　The shift for this position varies.

　　About the Role:

　　The Help Desk is operational from 7am – 7pm Monday through Friday. The available shift is 8 hours within the operating hours.

　　Tier 1 Help Desk solutions, acting as the point of contact for internal and external customers on an Enterprise Service Desk

　　Ensure that communications to key stakeholders are provided in a concise and timely manner

　　Manage the processing of incoming contacts to the Service Desk via telephone, service portal, and e-mail to ensure courteous, timely, and effective resolution of customer issues

　　Monitor all incidents and ensure timely resolution and/or escalation

　　Identify problems and implement solutions

　　Identify, recommend, develop, and implement internal training programs to increase system literacy and self-sufficiency.

　　Provide thorough triaging of tickets by liaising with other IT teams.

　　Provide written and oral communications

　　Make recommendations for improving processes

　　Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

　　Provide end-user documentation

　　Work on-site at client location

　　Required Qualifications:

　　DHS EOD Eligible (Active EOD preferred)

　　Requires a high school diploma and at least six months of experience.

　　Strong customer service skills

　　Ability to multi-task; good time management and organizational skills

　　Able to effectively influence and develop strong relationships with key stakeholders

　　Strong communication skills across a range of business levels

　　Preferred Qualifications:

　　Current DHS EOD

　　Experience with incident resolution

　　Experience using Service Now, MS Office

　　Active Directory experience

　　What We Can Offer You:

　　We’ve been named a Best Place to Work by the Washington Post.

　　Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

　　We offer competitive benefits and learning and development opportunities.

　　We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

　　For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

　　Company Overview:

　　CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

　　This posting is for a position covered by the Service Contract Labor Standards (SCA). The pay and benefits provided for this position will meet or exceed the minimum required amounts detailed in the wage determination issued by the Department of Labor and made applicable to this position, as incorporated into CACI’s government contract for the work location.​

　　Minimum Req uired Hourly Wage:

　　$25.18

　　There are a host of other factors that can influence final salary including, but not limited to, geographical location, 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 more here (https://careers.caci.com/global/en/employee-benefits) .