CACI is currently looking for an experienced Service Desk Specialist to join our BEAGLE (Border Enforcement Applications for Government Leading-Edge Information Technology) Agile Solution Factory (ASF) Team supporting Customs and Border Protection (CBP) client located in Northern Virginia! Join this passionate team of industry-leading individuals on a program that leverages the best practices in Agile Software Development for the Department of Homeland Security (DHS). 

As a member of the BEAGLE ASF Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation’s safety, security, and prosperity. CBP agents and officers are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity. 

ASF programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial. 

What you’ll get to do: 

Respond to and diagnose problems through interacting with users while ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow up steps. You will interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems; simulate or recreate user problems to resolve operating difficulties; and recommend system modifications to reduce user problems. You will also possess and apply comprehensive knowledge across key tasks and high-impact assignments. 

You will also be responsible for logging tickets into Remedy and Jira Service Desk, managing user groups, training accounts, and administering other routine aspects of the application. 

You are good at: 

Supporting end user applications and working in a multi-tier helpdesk as well as working with software developers and systems administrators to help reproduce and diagnose problems. Providing remote support to users for network and desktop hardware and software problems. 

  • Providing support to end users spanning a variety of issues. 

  • Identifying, researching, and resolving technical problems. 

  • Responding to telephone calls, email, and personnel requests for technical support. 

  • Documenting, tracking, and monitoring the problem to ensure a timely resolution. 

  • Providing second-tier support to end users for either PC, server, or mainframe applications or hardware. 

  • Maintaining relevant metrics that help the team see how they are doing. 

  • Supporting long- and short-range planning. 

  • Developing new and refining existing process to enhance quality and productivity. 

  • Ensuring product quality and timeliness of efforts. 

You have: 

  • Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to: 

  • 3-year check for felony convictions 

  • 1-year check for illegal drug use 

  • 1-year check for misconduct such as theft or fraud 

  • Excellent verbal and written communication skills 

  • Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management 

  • Professional Experience: 7+ years related technical experience 

Bonus would be having: 

  • College degree (B.S.) in Computer Science, Information Management Systems, experience considered in lieu of degree 

  • Experience with Jira Service Desk and Remedy ticketing systems 

  • Experience with Problem and Incident Management 

  • Technical Certifications 

  • Current and relevant experience with CBP, DHS, or BEMSD. 

  • Strong, active listening skills 


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 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success. 

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