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For your reference, we have included the original job posting below.
HELP DESK COORDINATOR 3 Job
Job Number:
25704961
Company Name:
CACI International, Inc.
Job Location:
Aberdeen, MD US
Job Category:
Information Technology
HELP DESK COORDINATOR 3 Job
HELP DESK COORDINATOR 3 (48215)
Information Systems - Help Desk
USA-MD-Aberdeen
Security Clearance : Secret
Clearance Status : Must be Obtainable
Schedule : Full Time
Shift : None
Type of Travel : Continental US
Percent of Travel Required : Up to 10%
Description
This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
POSITION SUMMARY:
Under general supervision, provides technical help desk and customer service support. Interfaces with multiple levels of users, management, and technical staff.
RESPONSIBILITIES:
Provides low to moderate level of customer service support for office automation applications, personal computers, and printers. Also provides overall customer service support and be the "go-to" person for all new employees relocating to Maryland.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies and moving related questions.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Accurately documents and reports problems to technical staff for resolution.
Performs departmental administrative duties as assigned, such as generation and tracking of purchase requests, maintenance contracts, staff data, and departmental policies and procedures.
Interfaces with carrier representatives to obtain pricing, service selection, and billing information.
Provides conference calling, fax and E-mail directory support through the use of multiple platforms and applications.
Must have a friendly disposition and have had experience supporting the public in a customer service environment.
EDUCATION & EXPERIENCE:
Typically requires high school diploma or equivalent, and two to three years of related experience.
PHYSICAL DEMANDS:
Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
