Help Desk Specialist II

The Opportunity:

Are you ready to shape the future of intelligence systems? CACI is seeking a talented Help Desk Specialist II to join our team in Linthicum Heights, MD! In this role, you will serve as a primary point of contact for resolving technical issues, managing service requests, and maintaining comprehensive technical documentation. This position requires strong customer service skills combined with technical expertise to troubleshoot complex issues, develop and maintain documentation, provide user training, and collaborate with customers to ensure optimal system functionality. The Specialist will manage ticket workflows, conduct trend analysis, and contribute to continuous process improvement initiatives.

Join us at CACI and be part of a team that's pushing the boundaries of technology in support of our nation's intelligence capabilities.


Responsibilities:

• Receive, triage, route, and resolve service requests and tickets originating through phone, email, web-based portals, and other channels.

• Utilize work aids and troubleshooting methodologies to resolve tickets at the lowest level of support.

• Create and manage Help Desk tickets in JIRA, providing timely acknowledgement and status updates to end users.

• Assist users with account creation, system access, and utilization of IT systems and related services.

• Provide training for system customers on the use of system-related services and tools.

• Develop, update, and maintain Standard Operating Procedures (SOPs) and technical documentation to reflect system changes and new functionality.

• Test ticket implementation to ensure customer requests and requirements are implemented correctly.

• Draft blog posts to disseminate and publicize new system functionality.

• Interface with customers to research and define requirements, translate requirements into solutions, and perform customer testing/acceptance.

• Attend weekly meetings to apprise the Government on ticket status and any issues/problems with ticket resolution.

• Provide recommendations to the Government on issues/problems identified through trend analysis.

Qualifications:

Required: 

• Minimum five (5) years of Help Desk or technical support experience.

• Strong customer service orientation with excellent verbal and written communication skills.

• Demonstrated ability to troubleshoot and resolve complex technical issues.

• Experience with ticket tracking and management systems.

• Strong analytical skills with experience in data compilation, trend analysis, and metrics reporting.

• Experience with account management and user provisioning processes.

• Ability to translate technical information into clear, readable documents for both technical and non-technical audiences.

• Experience working in a customer-facing support environment.

• Strong organizational and time management skills with ability to manage multiple priorities.

• Familiarity with security procedures and data handling requirements.

• Proficiency with Microsoft Office Suite and SharePoint.

• Ability to work both independently and collaboratively in a team environment.

Education:

• Bachelor's degree in a Technical, Math, or Business discipline is required.

• Five (5) years of Help Desk experience.

• An additional seven (7) years with an Associate's Degree or an additional (9) nine years' experience may be substituted for Bachelors.

Desired:

• Experience supporting Intelligence Community (IC) systems or working in IC domain area.

• Familiarity with Intelink applications and related platforms.

• ITIL Foundation certification or familiarity with ITIL framework.

• HDI (Help Desk Institute) certification.

• Knowledge of knowledge base management and self-service portal administration.

• Experience with JIRA, ServiceNow, Remedy, or similar enterprise ticketing systems.

• Experience developing training materials and conducting user training sessions.

• Familiarity with Agile methodologies and DevOps concepts.

• Previous experience working on government contracts.

• CompTIA A+ or similar technical certification.

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: