Help Desk Specialist Tier I

Help Desk Specialist Tier I

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

* * *

The Opportunity:

Join the Office of Information Services (OIS) at the United States Capitol Police as a Tier I Help Desk Specialist. Be the first point of contact for our valued customers, providing essential IT support and ensuring smooth operations. This role offers a unique chance to develop your customer service and technical skills in a dynamic, fast-paced environment.

Hybrid role! 3 days onsite and 2 days remote! Must be onsite for the first 30days.
Onsite required for first 30days and potential for Hybrid (2 days remote) in the future

0600 - 1800 Hours - Shift work! Travel is involved.

Responsibilities:

• Serve as the primary contact for OIS service requests via email, phone, and in-person interactions
• Efficiently manage and document all service requests using the Symantec Service Desk ticketing system            ​
   
• Provide clear, effective communication to resolve customer issues successfully           
• Deliver regular updates to OIS Operations management on common problems and suggest potential long-term solutions           
• Triage and escalate complex IT issues to appropriate Tier II, Tier III, and OIS management levels           

Qualifications:

Required:

• US Citizenship is required and pass OBIC Criminal Check
• Strong customer service skills and experience in IT support
• Proficiency with Microsoft Windows 11, Microsoft Office 365, and Exchange/Outlook
• Experience in troubleshooting basic computer issues (desktop, laptop, tablet)
• Ability to work in a fast-paced environment, providing continuous support and critical operations monitoring
• Excellent verbal and written communication skills
• Capability to provide both formal and informal training to customers

Desired:

• 3+ years of experience in a similar IT support role
• Experience with help desk ticketing systems, preferably Symantec Service Desk
• Knowledge of IT service management best practices
• Ability to identify and propose process improvements

-

________________________________________________________________________________________

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. 

 

Your potential is limitless. So is ours.

Learn more about CACI here.

________________________________________________________________________________________

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. Learn more here.

The proposed salary range for this position is:

$59,600 - $122,100