Help Desk Support jobs in Baltimore, MD

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Job Description:

CACI is seeking a Help Desk Support Specialist to provide technical assistance on computer systems. You must have good technical knowledge and have the ability to communicate effectively with customers in order to understand, resolve and explain the solution to the end user. Bring your experience to advocate for an improved user experience and real-world best practices applied to our customer’s environment.  Come join an award-winning team, bringing software modernization and new capabilities to our customer’s mission!

Primary Responsibilities include:

• Manage the help desk, including receiving and resolving requests for the system, creating support tickets, obtaining application metrics.

• Create and maintain system accounts.

• Maintain system availability and report the system’s operational status.

• Coordinate tasks with end users as well as database and server hosting teams for planned and unplanned outages.

• Perform daily activities for monitoring and maintaining system health, including backups, database health checks, virtual host system health, and issue resolution.

• Maintain system logs to monitor operations and assist in troubleshooting.

• Monitor data flow, statistics, etc. to identify potential problems and assist with troubleshooting.

• Provide troubleshooting and restoration of systems during system outages.

• Audit and monitor the performance of all processing systems, database, network, and computer systems, including system usages, traffic volumes and response times where applicable and within the project’s control.

• Install and configure commercial and program specific applications software and upgrades.

• Assist with customer enterprise, maintaining the operating system of the host servers.

• Conduct system testing.

• Analyze and diagnose software and operator problems within the project domain.

• Provide training on each new release.

• Assist with the planning and installation of system releases via the Configuration Control Board (CCB).

• Development and updating of written plans and procedures to include emergency/contingency plans and troubleshooting procedures for system outages, system restart/recovery, LAN failures, etc.

• Perform system software loading, tuning, updating and control file maintenance.

• Allocate system resources in conjunction with the hosting team.

• Participate in the CCB meetings.

• Perform periodic system audits to ensure adherence to the functional traceability matrix as applicable.

• Maintain system documentation.

• Participate in discussions concerning the monthly status report as applicable.

• Monitoring and maintain the database systems, including verifying the accuracy of database files; implementing CASPORT and dba tools, executing and providing customer reports as required.

• Evaluate and perform acceptance tests of newly developed or upgraded capabilities of customer or commercial software.  

• Participate in defining security requirements to establish audit trails for personnel processing specified documents

Required Qualifications:

• Active TS/SCI w/ Poly

• 5 years of experience supporting IT systems in a help desk capacity.

• Familiarity with Windows 2016 System Administration, Microsoft Office tools,

• Experience with Adobe, Oracle PL/SQL, Oracle SQL Developer.

• Google Chrome and Microsoft Edge browsers.

• Experience working on a help desk with a ticketing system such as JIRA.

What we can offer you:

At CACI, our philosophy of employee development and advancement rests on a cultural foundation of providing unlimited and equal opportunity for growth, recognition, and rewards. We provide the environment, support and responsive, available management to nurture and stretch your abilities. We also offer a career mobility program to make it easy to build a dynamic career at CACI and offer flexible work schedule arrangements to support work/life balance.

• CACI’s Flexible Time Off (FTO) plan allows employees to take vacation as needed, without a set number of minimum or maximum days, and is available day one of employment. 

• CACI has been named one of Fortune magazine’s World’s Most Admired Companies and has been named an Energage Top Workplace USA for 2023!

• CACI also has more than 20 Communities of Practice to share and gain skills and knowledge regarding various technologies and topics including SAP, Salesforce, Agile Development, and many more. The associated Learning Academies provide training and certifications to gain additional skills and build your brand.

• 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.

• With over 25,000 employees worldwide, CACI has been named a Best Place to Work by the Washington Post.

• For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.