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Service Desk Specialist - TS/SCI Poly

Job Description


Join CACI Enterprise IT - Intelligence IT Solutions  in providing remote Service Desk resolution support to customers around the globe.  As a Service Desk Specialist, you will be the first line of support to help users identify their problem, provide support, and when needed connect them with a higher level of support. 

More About the Role:

  • In this role customer contact is made by email, phone, and chat tools. 
  • You will ask questions about the user’s issue, perform a diagnosis, and use problem/solving skills to isolate or identify the problem. 
  • Detailed actions and the customer’s input will be logged into the ServiceNow tracking tool and monitored through closure. 
  • As a specialist you will be provided with the tools and knowledge to determine if calls should be escalated or able to be completed. 
  • All specialists need to work independently, but will be part of a large team, and provide outstanding customer support as well as follow up. 
  • The customer has set expectations for completion of tickets, so all Specialists must be able to be as efficient as possible driving tickets to resolution. 

You must be able to do day shift training Mon-Fri 7am - 3pm for their first 1-3 months on contract.  Upon completion, various shifts for this role include:

  • Day Shift, Mon-Fri 8-hour day shifts.
  • Early Day shift, Sunday thru Thursday 6am-2pm
  • Early Day shift, Wednesday thru Sunday; or Saturday thru Wednesday 6am-2pm
  • Late Day shift, Monday thru Friday  10am-6pm
  • Mid shift, Monday thru Friday 2pm-10pm
  • Midnight shift, Monday - Friday 10pn -6am


You’ll Bring These Qualifications:

  • Bachelors degree in a technical discipline. 
  • Five years of applicable experience may be substituted for a degree
  • Knowledge of Microsoft applications (MS Word, Excel, PowerPoint, MS Outlook)
  • Must possess good communication skills and strong customer service skills
  • Ability to Multi-task, for example, talk with users, and update records or perform research at the same time
  • Current TS/SCI poly clearance


These Qualifications Would be Nice to Have:

  • CompTIA Security +  desired but not required
  • Knowledge of Microsoft tools and networking
    .

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

Job Location

US-Annapolis Junction-MD-BALTIMORE


 

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, 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. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

Company Name:
Security Clearance:
Top Secret / SCI + Poly
Location:
Annapolis Junction, Maryland
Country:
United States
Salary:
Not Specified
Job Number:




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