CACI is currently seeking a Full Time Help Desk Technician to work in Norman, OK!
Employee will primarily be involved in taking calls and providing remote technical support for Federal Aviation Administration (FAA) users. Employee will also be interfacing with Tier-1, Tier-2, and local support staff at various FAA supported sites throughout the nation and its territories. Employee will possibly be tasked with the creation and maintenance of support documentation provided in a knowledgebase.
The employee's work will be performed as directed by the employee's supervisor in accordance with established procedures, the Staff Work Instruction and with applicable policies and guidance from the FAA customer.
Duties and Responsibilities:
Employee will assist customers experiencing issues with accessing or utilizing FAA computer resources. They will resolve routine and minor technical problems related to computers, Local Area Network (LAN) servers, and telecommunications. The employee will exercise judgment in escalating incidents to the appropriate personnel as the tier two level as well as document incidents using automated incident management software.
The employee will create documentation to be added to the knowledgebase as needed. They will process email assistance requests sent to the NSC Inbox and perform other duties as assigned by supervisor
- Must have excellent analytical skills
- Excellent written and verbal communication skills
- Ability to troubleshoot technical and complex computer/network related issues
- Must enjoy assisting people in need of technical assistance in a tactful manner
- Ability to accurately recall policies and procedures
- Ability to multitask
- Ability to perform and complete special projects
The clearance level required is dependent on the type of clearance supported by our client.
High School Diploma
Minimum of 3 years of helpdesk experience or informational technology related field
Type 15-20 words per minute
HDI CSR Certification (within 3 months of hire)
EDUCATION & EXPERIENCE:
Typically requires high school diploma or equivalent, and zero to six months of related experience.
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.