MULTIPLE POSITIONS LOCATED IN MCLEAN, HERNDON and WARRENTON
Long-term contract, with over 800 positions, which can provide the opportunity for multiple assignments over the course of your career.
This is primarily a Day Shift position with opportunities for some weekends.
Provide customer support service through a support center. Will answer questions or resolve computer problems for clients from a remote location. Customer interaction is of the highest importance as well as driving toward first call resolution.
Customer has in place a strong internal training program offering side/side training in the use of the tools. First Call Resolution is used to streamline processes and improve metrics.
Duties and Responsibilities:
-Responds to helpdesk tickets or phone support calls
-Logs phone calls and customer support issues and updates into a Remedy ITSM tool
-Performs password resets, active directory tickets as well as troubleshoots issues with other peripherals.
-Diagnoses customer issues, and troubleshoots issues by applying diagnostic techniques performed by:
**Remoting into desktops and performing analysis of the system and problem
**Guiding users to self-support tools
**Using verbal scripts to ensure information is properly collected about the user and problem
**Logging updates into Remedy
- Must be knowledgeable providing Windows Desktop support including use of windows applications.
- Candidate must have excellent phone, communication, and documentation skills.
Education & Experience:
Typically requires bachelor's degree or equivalent, and two to four years of related experience.
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.