Help Desk Specialist SME

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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CACI is seeking a Help Desk Support to join Our Luke Team! You will provide support on a team that provides a full spectrum of important IT-focused, enterprise-wide lifecycle support, including dev ops, applied technology investigations, operations and maintenance, and infrastructure lifecycle support services across the customers enterprise. You will serve as the subject matter expert, possessing in-depth knowledge of Help Desk Support. Our support in NOVA and Bethesda includes software engineering/development, O&M, technology investigations, customer advocacy, business process engineering, and system design. Invent your future and make a lasting impact at CACI!

**Duties include but are not limited to:**

Respond to telephone calls, email, and personnel requests for technical support

Support on Low and High email, phone and potentially Skype

Relaying verbally or via email, any pertinent information/details to the Government Program Office on any bugs found, resolutions from the development team, or web tool inconsistences

Documenting all end user interactions and writing bugs/issues/concerns in JIRA or other ticketing system

Interfacing with the User Engagement team and Government Program Office when required

Providing statistics and producing special requests for Government Program Office when required

Apprising User Engagement team of any request from users and participating in focus groups

Document, track, and monitor the problem to ensure a timely resolution

Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

Providing Tier 1-4 support:

Tier 1 basic help desk resolution and service delivery.

Tier 2 in-depth technical support.

Tier 3 expert product and service support.

Tier 4 outside support for problems not supported by ODNI.

Ability to answer calls/walk ins and provide support until resolution to all students/staff/faculty at NIU. This may involved working with DIA, CIA, or ODNI Support Teams.

Create and reset passwords for NIU supported systems (Blackboard, websites, SharePoint)

Check for NIU system up/down

Issue system tokens (DIA systems)

Account administration and assistance for NIU systems

Access management ticket creation

Student acclimation and transition to NIU technology and systems

General computer hardward/software knowledge

SQL server (desired)

Windows server administration (desired)

Cloud administration (desired)

Hours that need to be covered- Monday-Friday 0700-2100

Reserve Weekend (about every four weeks)

Sat and Sunday (0700-1500)

Supports other high transaction help desk

Special projects and tasks as assigned

**Youll Bring These Qualifications:**

5 years of relevant experience.

TS/SCI clearance with poly

Demonstrated experience and problem-solving abilities to assist customers with a variety of queries

Ability to communicate effectively in a fast-paced environment

**These Qualifications Would be Nice to Have:**

Demonstrated experience with providing customer service for systems that reside in a secure environment

**What we can offer you:**

At CACI, our philosophy of employee development and advancement rests on a cultural foundation of providing unlimited and equal opportunity for growth, recognition, and rewards. We provide the environment, support and responsive, available management to nurture and stretch your abilities. We also offer a career mobility program to make it easy to build a dynamic career at CACI and offer flexible work schedule arrangements to support work/life balance.

CACI has been named one of Fortune magazines Worlds Most Admired Companies and has been named an Energage Top Workplace USA for 2023!

CACI also has more than 20 Communities of Practice to share and gain skills and knowledge regarding various technologies and topics including SAP, Salesforce, Agile Development, and many more. The associated Learning Academies provide training and certifications to gain additional skills and build your brand.

We offer competitive benefits and learning and development opportunities

We are mission-oriented and ever vigilant in aligning our solutions with the nations highest priorities

With over 25,000 employees worldwide, CACI has been named a Best Place to Work by the Washington Post

For over 60 years, the principles of CACIs unique, character-based culture have been the driving force behind our succe

**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.

**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. Learn more here (https://careers.caci.com/global/en/employee-benefits)

The proposed salary range for this position is:

$64,400 - $135,100