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CACI International Inc · 5 months ago

Help Desk Tier 2 Specialist, Journeyman

US VA Reston

Full-time

Onsite

Mid Level

$60K/yr - $122K/yr

4+ years exp

CACI International Inc is seeking an experienced Help Desk Tier 2 Specialist, Journeyman to support the Department of Defense's mission objectives. This role involves providing in-depth troubleshooting and system-level support for incidents that cannot be resolved by Tier 1 Help Desk support, as well as coordinating with various teams for network privileges and security requirements.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

Responsibilities

Provides Tier 2 in-depth troubleshooting and system-level support for incidents that cannot be resolved by the Tier 1 Help Desk support

Highly knowledgeable of help desk processes, procedures, and response plans

Completes issue assessment and resolution within the specific Tier 2 SLAs or escalates to Tier 3 support

Applies knowledge and experience for the systems, equipment, software, and configurations being supported (e.g., ServiceNow, Service Desk+, Remedy)

Provides desktop and laptop Army Gold Master imaging and deployment and any custom imaging required by the MP being supported

Provides Tier 2 support for end users with thin client, network, application, or hardware issues

Provides system administration and desktop function support at the Pentagon for USAREUR-AF officials, as needed

Provides services for the European domain (i.e., Non-Secure Internet Protocol Router (NIPR) and Secret Internet Protocol Router (SIPR)) and associated peripheral devices such as printers and Voice over Internet Protocol (VoIP) devices

Coordinates with the Pentagon for network privileges, security badging, and support requirements with the USAREUR-AF CG Communications Team

Possesses and applies expertise on multiple complex work assignments

Operates with appreciable latitude in developing methodology and presenting solutions to problems

Qualification

Help Desk processesServiceNowRemedyA+ certificationNetwork+ certificationITIL IntermediateDoD IT securityComplex troubleshootingAdaptability

Required

Experience 4-7 years with a BA/BS in related field preferred or equivalent experience considered

Possess a Secret clearance with the ability to retain

Certification – 8140 - A+ or Network+

Demonstrates thorough knowledge of help desk processes and incident response procedures, with the ability to conduct Tier 2 support and complex troubleshooting

Exhibits proficiency in various IT systems, including ITSM tools such as ServiceNow and Remedy

Capable of supporting a wide variety of requests related to thin client, network, application, or hardware issues, with skills in desktop and laptop

Preferred

Desired ITIL Intermediate Service Capability

Adaptable to changing circumstances and operational needs

Understanding of Department of Defense Military standards

Experience with DoD IT security requirements

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees