Help Desk Specialist II

About the role

CACI is seeking a Help Desk Specialist II in Linthicum Heights, MD. This full‑time position requires a TS/SCI clearance with polygraph. You will serve as the primary point of contact for resolving technical issues, managing service requests, maintaining documentation, providing user training, and supporting continuous process improvement for intelligence systems.

Responsibilities

• Receive, triage, route, and resolve service requests and tickets via phone, email, web‑based portals, and other channels.
• Utilize work aids and troubleshooting methodologies to resolve tickets at the lowest support level.
• Create and manage Help Desk tickets in JIRA, providing timely acknowledgement and status updates to end users.
• Assist users with account creation, system access, and utilization of IT systems and related services.
• Provide training for system customers on the use of system‑related services and tools.
• Develop, update, and maintain Standard Operating Procedures (SOPs) and technical documentation to reflect system changes and new functionality.
• Test ticket implementation to ensure customer requests and requirements are implemented correctly.
• Draft blog posts to disseminate and publicize new system functionality.
• Interface with customers to research and define requirements, translate requirements into solutions, and perform customer testing/acceptance.
• Attend weekly meetings to apprise the Government on ticket status and any issues/problems with ticket resolution.
• Provide recommendations to the Government on issues/problems identified through trend analysis.

Qualifications

Required:

• Minimum five (5) years of Help Desk or technical support experience.
• Strong customer service orientation with excellent verbal and written communication skills.
• Demonstrated ability to troubleshoot and resolve complex technical issues.
• Experience with ticket tracking and management systems.
• Strong analytical skills with experience in data compilation, trend analysis, and metrics reporting.
• Experience with account management and user provisioning processes.
• Ability to translate technical information into clear, readable documents for both technical and non‑technical audiences.
• Experience working in a customer‑facing support environment.
• Strong organizational and time management skills with ability to manage multiple priorities.
• Familiarity with security procedures and data handling requirements.
• Proficiency with Microsoft Office Suite and SharePoint.
• Ability to work both independently and collaboratively in a team environment.
• Education: Bachelor's degree in a Technical, Math, or Business discipline is required. Five (5) years of Help Desk experience. An additional seven (7) years with an Associate's Degree or an additional nine (9) years' experience may be substituted for the Bachelor's degree.

Desired:

• Experience supporting Intelligence Community (IC) systems or working in the IC domain.
• Familiarity with Intelink applications and related platforms.
• ITIL Foundation certification or familiarity with ITIL framework.
• HDI (Help Desk Institute) certification.
• Knowledge of knowledge base management and self‑service portal administration.
• Experience with JIRA, ServiceNow, Remedy, or similar enterprise ticketing systems.
• Experience developing training materials and conducting user training sessions.
• Familiarity with Agile methodologies and DevOps concepts.
• Previous experience working on government contracts.
• CompTIA A+ or similar technical certification.

Benefits

• Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
• Flexible time off benefit and access to robust learning resources.
• Culture of integrity, trust, and continuous growth.

Pay

The proposed salary range for this position is $59,600 – $122,100.