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SharePoint Help Desk Support (REMOTE POSITION)

Req #: 203889
Location: Huntsville, AL US
Job Category: Information Technology
Security Clearance: Secret
Clearance Status: Must Be Current

Job Description

The Help Desk Support will provide support for the Knowledge Exchange (Kx) SharePoint Content Management tool for the Medical Information Delivery (MID) program. 

The candidate will be responsible for providing Tier 1 – Basic User Support, Tier 2 – More complex technical support and Tier 3 – Highly technical support across several different project teams and all branches of service (Army, Navy, AF, Marines) and their contractors (CAC-accessed). 

Responsibilities:

Candidate will manage all logged help desk tickets, provide training to users as needed and provide weekly reports to the Project Lead. This position has a wide range of responsibilities including, but not limited to:

  • Use existing SharePoint ticketing system
  • Respond to requests within two (2) business hours of receipt
  • Use the system to create automated metrics to include the following categories:
    • Ticket ID
    • Open Date/Time
    • Subject
    • Name - Last, First
    • Application
    • Category (ie new account)
    • Description of Issue
    • Assigned To
    • Resolution 
    • Comments
    • Close Date/Time              
    • Status (open, closed, in process, etc.)

In addition, Help Desk Support will assist the Medical Information Delivery (MID) program initiative to utilize Remedy.   Candidate will still capture SharePoint metrics as noted above but also log tickets within Remedy so the Kx SharePoint tickets can be added to the overall program’s Help Desk Measures. 

Required Skills:

  • Bachelor's degree in Computer Science, Information Systems; or related field
  • 10-12 years of relevant SharePoint experience
  • Attention to detail and commitment to high quality/error free deliverables
  • Active Secret Clearance
  • Be available to work on government holidays


 

Job Location

US-Huntsville-AL-BIRMINGHAM


 

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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