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Helpdesk Support
Ref No.: 20-04061
Location: Frederick, Maryland
Segment:Federal
JOB OPENING TYPE:SONJ- New Request
JPAS:YES
Title: Helpdesk Support
Location: Frederick , MD
Duration: Full Time

Certification: CompTIA SEC + CE or CompTIA A+
Clearable: Must be able to obtain Clearance

WORK 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