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Help Desk Coordinator 2

Req #: 128557
Location: Fort Detrick, MD US
Job Category: Information Technology
Security Clearance: Secret
Clearance Status: Must Be Current

Job Description

POSITION SUMMARY:
 
Under direct supervision, provides technical help desk support; interfaces with multiple levels of users, management, and technical staff
 
RESPONSIBILTIES:
 
- Primary duties will be to provide 24/7/365 Tier 1 support at a Service Desk for the US Army to meet and/or exceed established Service Level Agreements (SLA's)

- Primary responsibilities include: answering and responding to inbound calls/emails in a timely and professional manner

- Properly documenting interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes.

- Maintains and updates records and tracking databases.

- Alerts management to recurring problems and patterns of problems. 

- Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.

- Diagnoses, identifies, isolates and analyzes problems utilizing historical database records and online SOP's

- May route calls to product line specialists.

EDUCATION & EXPERIENCE:
 
Typically requires high school diploma or equivalent, and one to two years of related experience.
Ability to obtain a Secret US Security Clearance
Must be DoD 8570 Compliant: A+(ce) or Sec+(ce) with HDI or Net+(ce) with HDI
 
Associates degree in any discipline with 100 hours of professional education related or experience with/hands-on working knowledge in MS Windows environment (Windows 7 preferred), Active Directory, Outlook. Experience with Remedy a plus or other ticketing systems.
 
US Security Clearance Required:  Secret
Schedule
:  Full-time
Shift
:  Monday -“ Friday multiple start times to fit business needs (primarily)
Other hours as needed to include weekends
 
PHYSICAL DEMANDS:
Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.

Job Location

US-Fort Detrick-MD-FT. DETRICK


 

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.

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