Help Desk Tier 2 Specialist (Software Applications), Journeyman
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI
Employee Type: Regular-Long Term Assignment
Percentage of Travel Required: Up to 10%
Type of Travel: Local

The Opportunity:
Are you interested in continuing your career in Europe in a mission focused environment? CACI has established upcoming positions throughout the European theater supporting multiple customers for the Department of Defense. We are looking for experienced, innovative and motivated IT Specialists to support enablement of USAREUR-AF and their Mission Partners mission objectives.
CACI has an excellent opportunity for an experienced, self-directed, Help Desk Tier 2 Specialist (Software Applications), Journeyman. This position is in support of a Department of Defense (DoD) organization, USAREUR-AF and their Mission Partner SAG-U located in Wiesbaden, Germany.
Responsibilities:

Key Responsibilities:

• Provides Tier 2 in-depth troubleshooting and system-level support for incidents that cannot be resolved by the Tier 1 Help Desk support
• Highly knowledgeable of help desk processes, procedures, and response plans
• Completes issue assessment and resolution within the specific Tier 2 SLAs or escalates to Tier 3 support
• Highly knowledgeable in software application development and troubleshooting
• Applies knowledge and experience for the systems, equipment, software, and configurations being supported (e.g., ServiceNow, Service Desk+, Remedy)
• Provides Tier 2 support for end users with thin client, network, application, or hardware issues
• Possesses and applies expertise on multiple complex work assignments
• Operates with appreciable latitude in developing methodology and presenting solutions to problems

Qualifications:

Required:

• Experience 4-7 years with a BA/BS in related field preferred or equivalent experience considered.
• Possess a Top Secret with SCI clearance with the ability to retain.
• Certification – 8140 - A+ or Network+
• Demonstrates thorough knowledge of help desk processes and incident response procedures.
• Exhibits extensive knowledge of software application development, with ability to provide Tier 2 support, assessment, complex troubleshooting, and resolution or escalation of software-related requests.
• Experienced with ITSM tools such as ServiceNow and Remedy. Possesses experience supporting end users with thin client, network, applications, or hardware, with a particular emphasis on software-related problems.
• Demonstrates problem-solving skills and ability to operate with a degree of autonomy in resolving user requests.
• TESA eligible

Desired:

• ITIL Intermediate Service Capability
• Adaptable to changing circumstances and operational needs
• Understanding of Department of Defense Military standards

• Experience with DoD IT security requirements

• Provides Tier 2 in-depth troubleshooting and system-level support for incidents that cannot be resolved by the Tier 1 Help Desk support
• Highly knowledgeable of help desk processes, procedures, and response plans
• Completes issue assessment and resolution within the specific Tier 2 SLAs or escalates to Tier 3 support
• Highly knowledgeable in software application development and troubleshooting
• Applies knowledge and experience for the systems, equipment, software, and configurations being supported (e.g., ServiceNow, Service Desk+, Remedy)
• Provides Tier 2 support for end users with thin client, network, application, or hardware issues
• Possesses and applies expertise on multiple complex work assignments
• Operates with appreciable latitude in developing methodology and presenting solutions to problem