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 Shift Lead. This position is in support of a Department of Defense (DoD) organization, USAREUR-AF and their Mission Partners MND located OCONUS in Wiesbaden, Germany. This position is required to travel OCONUS. This position is located OCONUS.

Responsibilities:

• Implements applicable help desk policies, procedures and incident response plans and the systems, equipment, and software being supported

• Uses, implements, and functions as an expert in the help desk support system(s) at the MP/site (e.g., ServiceNow, Service Desk+, Remedy)

• May assess recommended changes to the help desk support system for increased efficiency and effectiveness and participates in testing of the changes

• Responsible for all Help Desk activities and support for designated MPs/organizations

• Ensures adherence to professionalism and service delivery support standards

• Prioritizes support for Very Important Persons (VIPs) including telephonic support when VIPs are traveling and assist troubleshooting specialized communications equipment kits

• Develops and cultivates a culture in which the Help Desk Team delivers flawless customer service in managing incident restoration and performance metrics and monitoring the duties of the Help Desk Team members to ensure inquiries are answered promptly

• Trains other team members on how to relate to users in the course of the job to ensure they are treated in a professional and cordial manner

• Monitors all service desk systems and applications to ensure correct operations and sustainment actions

• Mentors more junior help desk personnel

• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments

• Functions as a technical expert across multiple project assignments

• May supervise others assigned to the same help desk shift

Qualifications:

Required:

• Currently hold an adjudicated TS/SCI Clearance and be able to maintain

• BA/BS + 5 years recent specialized or AA/AS +7 years recent specialized or a major cert + 9 years recent specialized or 11 years of recent specialized experience

• Microsoft Certified Solutions Associate MCSA: Windows 10/Office 365

• DOD 8140.03 IAT2 compliance (CompTIA Security +, equal or greater)

• Exemplary Customer Service skills

• TESA eligibility

Desired:

• ITIL v4 – Foundation

• Automation using Microsoft PowerShell, VBScript, or batch files

• Adaptable to changing circumstances and operational needs

• Understanding of Department of Defense Military standards

• Experience working with and supporting Cisco Routers and Switches

• Experience with DoD IT security requirements