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Helpdesk Analyst
Ref No.: 19-01991
Location: Fort Detrick, Maryland
Segment:Federal
JOB OPENING TYPE:SONJ- New Request
JPAS:YES

Position:- Helpdesk Analyst
Location:- Fort Detrick, Maryland
Clearance :-Secret
Job Description
 
·         Provide 24/7 Tier 1 support to the US Army. Primary responsibilities include: answering and responding inbound calls/emails in a timely and professional manner, properly documenting those interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes.
·         The employee's work will be performed as directed by the employee's supervisor and in accordance with CACI policies.
·         ASSIGNED TASKS:
·         Answer incoming calls utilizing designated work instructions document the request in the appropriate tracking system and resolve or route the call as appropriate
·         Monitor the email queue and document requests in the appropriate tracking system also utilizing the appropriate work instructions
·         Escalate any requests (email or call) to management when the request cannot be satisfied or resolved
·         Keep abreast of new work instructions or announcements regarding events that may cause interruption of service