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Posted: Saturday, December 30, 2017 6:41 AM

Job Description What You'll Get to Do: As a Journeyman Help Desk Specialist, you will support the Air Force Civil Engineer NexGen Information Technology (AF CE NexGen IT). In this role, under immediate direction of a Senior Help Desk Specialist, the Service Desk Lead or Manager, you will perform and coordinate help desk support for the AF CE NexGen IT system via telephone, email, and the NexGen IT website. More About the Role: Respond to user requests and resolve incidents within the defined service levels. Provide support to users in helping them navigate/use software applications and troubleshoot/resolve incidents. Document help desk contacts and provide data for help desk performance metrics. Ensure help desk personnel respond to and diagnose problems through interaction with users within the defined service levels. This includes problem recognition, research, isolation, and resolution steps. You'll Bring These Qualifications: * Troubleshoot difficult problems rapidly, while escalating difficult problems to Tier-3 personnel when unable to resolve them. * Typically has a University Degree or equivalent experience and minimum 3 years of related work experience. * Use of problem management databases and help desk systems. * Take action to improve performance as necessary. * Perform follow-up with customers to gage customer satisfaction. * Ensure help desk workload is appropriately accounted for. * Make performance improvement recommendations as appropriate. * Analyze improvement recommendations made by subordinate personnel and submit analysis results to the Help Desk Lead and/or Manager. * Ability to work on computers for long periods. * Communicate with customers by telephone, email, and face to face. * Excellent customer service skills and communication skills * Applicants selected will be subject to a US Government background investigation. These Qualifications Would be Nice to Have: * Security+ Certification. * Experience with Integrated Workplace Management Systems (IWMS) and/or TRIRIGA a plus. * Experience with Open Technology Real Services (OTRS) Service Management System a plus. * Experience with Remedy ticketing system a plus. What We Can Offer You: * We've been named a Best Place to Work by the Washington Post. * Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. * We offer competitive benefits and learning and development opportunities. * We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities. * For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success. Job Location US-Panama City-FL-PANAMA CITY 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.SDL2017


• Location: Panama City

• Post ID: 13257602 panamacity is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018