Help Desk Technician- Entry

Job Description:

This role is for an Entry Level Help Desk Technician in support of network and infrastructure operations in a large, complex enterprise environment.

Create tickets for all issues, incidents, and requests received via voicemail and reply via phone or email to alert the customer that his or her request has been received; request additional information, if needed; and provide all necessary information, including ticket number.

Receive, diagnose, triage, remedy, escalate, and resolve whenever possible all requests for service in accordance with approved service levels.

Create, manage, and use troubleshooting or problem-isolation scripts to expedite and facilitate the identification and resolution of known issues.

Update identified undocumented issues in the system.

Manage the entire ticket lifecycle of all IT technical problems, issues, and requirements, as well as other requests recorded in Sharepoint. This includes ticket closures after service-provider resolution and notifications concerning aging tickets.

Desired Qualifications :

Able to obtain DHS EOD. Prior Help Desk experience preferred. Experience with Protection Critical Infrastructure Information Management System (PCIIMS) and Sharepoint a plus.

EDUCATION & EXPERIENCE :

High School Diploma required. Bachelor’s degree preferred.

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. A Fortune magazine World’s Most Admired Company in the IT Services industry, CACI is a member of the Fortune 1000 Largest Companies, the Russell 2000 Index, and the S&P SmallCap600 Index. CACI provides dynamic careers for over 20,000 employees worldwide. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.