Help Desk Specialist Tier I - Washington DC

Help Desk Specialist Tier I

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 the company's 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 30 days. Onsite required for first 30 days 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

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: $41,400 - $82,600