User Support Specialist (Help Desk)

$39,500 - $79,000/Yr

CACI International - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

Professional, Scientific, and Technical Services

About the position

CACI seeks a detail-oriented user support specialist with superior interpersonal, organizational, and communications skills to provide support to our client. The user support specialist will assist the project management team and end users of the system by addressing questions and resolving related issues. This role is crucial in ensuring that users receive the necessary support to effectively utilize the system and navigate any challenges they may encounter. The user support specialist will be responsible for performing a variety of clearinghouse functions and activities, serving as a subject matter expert for the operations related to enrollment and participation in the helpdesk. In this position, the user support specialist will triage incoming inquiries via email from state and local health departments, hospitals, and other government agencies. This involves interpreting guidelines and recommendations broadly related to infection control in healthcare settings and the general public. The specialist will also support the creation of technical reports and documents that summarize monthly inquiries, ensuring that the information is presented in a clear and professional manner. Additionally, the role includes supporting technical writing for program and operation documentation, contributing to the overall quality and effectiveness of the documentation produced. The user support specialist will play a vital role in maintaining the integrity of the support system and ensuring that all user inquiries are handled efficiently and effectively. This position offers an opportunity to work in a dynamic environment where the focus is on continuous growth and the advancement of critical missions that impact the safety of our nation.

Responsibilities

• Provide user support to client by performing a variety of clearinghouse functions and activities.
• Serve as subject matter expert for the operations (enrollment and participation) of the helpdesk.
• Triage incoming specific inquiries (via email from state and local health departments, hospitals, and other government agencies) for interpretation of guidelines and recommendations, broadly related to infection control in health-care settings and the general public.
• Support technical reports and documents representing summary of monthly inquiries.
• Support technical writing for program and operation documentation.
• Support the creation of documentation in presentation-ready quality output.

Requirements

• 1-3 years experience providing IT help desk user support and troubleshooting (Tier 1).
• Familiar with ServiceNow Ticketing System.
• Excellent attention to detail.
• Excellent written and verbal communication skills.

Nice-to-haves

• BA or BS in a relevant field.

Benefits

• Healthcare benefits
• Wellness programs
• Financial benefits
• Retirement plans
• Family support programs
• Continuing education opportunities
• Flexible time off benefits