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VIP Support Specialist Tier 2

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI has an immediate opening for VIP Support Specialist (Tier II), who will be responsible for ensuring an outstanding level of customer service by providing direct Tier II Customer Service Center support to the JSP VIP user community. The ideal candidate will have extensive experience in applying best practices to service delivery in a similar, large enterprise environment and a track record of meeting or exceeding contractual service level agreements.

More About the Role:

• Face-to-face VIP end-user technical support for desktop/laptop computers and mobile devices

• Providing IT customer technical support on Microsoft operating systems and network services.

• Configuring Microsoft Office user settings, as required

• Overseeing JSP Move, Add, Change (MAC) VIP requests

• Acting as a liaison between end-users and JSP support.

• Management of JSP VIP assets, peripherals and user accounts

• Installing and configuring software included in the JSP Core Build, as well as software not included in the JSP Core Build

• Tracking, diagnosing, and coordinating help desk support for, and assisting in resolution of, JSP user technical problems

• Providing configuration management support for mobile devices

• Perform on-call support on a rotational basis for VIPs after hours

• Perform residential visits for home kit installations

• Perform travel support aboard aircrafts for equipment setup

• Shift will be 10am to 6pm Monday through Friday.

• Work Location is Pentagon

You’ll Bring These Qualifications:

• Active Secret Clearance

• Bachelor's degree with 4 years of relevant experience

• Experience in a Help Desk/Service Desk environment

• Current DoD 8570 IAT Level II certification (required at performance start date): CCNA Security, CySA+, Security+ CE, etc.

These Qualifications Would be Nice to Have:

• HDI Desktop Support Technician

• ITIL Foundation Certification

• Familiar with Joint Service Provider (JSP) Pentagon JSP VIP workstation environment and processes

• Working knowledge of Microsoft Products.

• Strong problem solving, priority setting, and collaboration skills

• Ability to communicate and explain issues to other teams

• Proficient in resolving Microsoft Office issues, DoD Information Assurance and Computer Network Defense policies and directives, and/or DISA Common Operating Environment

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 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.

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 (https://careers.caci.com/global/en/employee-benefits)

The proposed salary range for this position is:

$50,500 - $101,000