Help Desk Specialist

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Job Description:

The Opportunity:

Join CACI as the prime contractor on a growing program supporting NAVSEA 03D3 Digital Program Office as a Help Desk Support Specialist supporting the Navy Maintenance and Modernization Enterprise Solution (NMMES), a mission-critical program that supports over 45,000 users executing naval ship and submarine maintenance operations worldwide.

Key Responsibilities:

• Serve as the initial point of contact for troubleshooting hardware and software problems

• Respond to end-user phone, email, or chat requests for technical support

• Resolve basic computer, application, system, device, access, or performance issues

• Utilize product information and solution databases to research and troubleshoot problems

• Advise users on methods to resolve and avoid future issues

• Document incidents using help desk systems and tools

• Escalate problems to appropriate levels or teams

• Support software/hardware installations and upgrades

• Set up user profiles and reset passwords

• Fulfill service level standards for response time and quality

• Maintain accurate documentation of all support activities

• Support both legacy and modern applications

Qualifications:

Required:

• High School Diploma

• Up to 2 years of technical support experience

• Strong customer service skills

• Basic understanding of computer systems and applications

• Good communication abilities

• Problem-solving skills

Desired:

• Experience with DoD/Navy systems

• Technical certifications (CompTIA A , HDI)

• Knowledge of help desk tools and procedures

• Experience with ticket management systems

• Understanding of IT security practices

• Knowledge of Windows operating systems

• Basic networking knowledge

Specific labor category determined by years of experience educational degrees as stated below:

• Help Desk Specialist I – High School diploma and 2 years of technical support experience

• Help Desk Specialist II – High School diploma and 3 years of technical support experience

Additional Information:

This position offers an opportunity to provide critical technical support to Navy maintenance operations. The ideal candidate will combine technical aptitude with strong customer service skills and attention to detail.

Success in this role requires:

• Strong customer service orientation

• Good technical troubleshooting skills

• Clear communication abilities

• Problem-solving capabilities

• Attention to detail

• Team collaboration skills

Note: Position supports NMMES software suite which includes both legacy software applications and current web application technologies running on multiple operating systems.

Key Success Factors:

• Customer service excellence

• Technical support skills

• Documentation accuracy

• Problem resolution abilities

• Team collaboration

• Learning aptitude

The role requires someone who can:

• Provide excellent customer service

• Solve technical problems

• Document support activities

• Follow established procedures

• Learn new technologies

• Work effectively in teams

• Maintain professional demeanor

Special Requirements:

• Must be able to obtain and maintain required security clearances

• Must be willing to work assigned shifts

• Must maintain customer service focus

• Must follow security procedures

• Must demonstrate patience and professionalism

Support Focus Areas:

• Hardware support

• Software support

• User access management

• Basic troubleshooting

• Password resets

• Application support

• Documentation

This role provides an opportunity to begin or advance a career in IT support while working with diverse technologies in a mission-critical environment.

Career Development:

• Technical skill development

• Customer service experience

• Security awareness building

• Process knowledge

• Certification support

• Path to advanced support roles

Note: This is a Non-Exempt position subject to overtime pay requirements and aligned with Service Contract Act (SCA) wage determinations.

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.

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 Required Hourly Wage:

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.

Salary : $19