Training Lead/Help Desk Support with Security Clearance

Training Lead/Help Desk Support Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: Top Secret Employee Type: Regular Percentage of Travel Required: None Type of Travel: None * Responsible for training, documenting and a collection of incident information through customer conversation, and self-service support tools. Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience. Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends. What You''ll Get to Do: Hybrid role training lead and helpdesk support. This role is will be a collaborative effort of utilizing training documentation skills with momentum system analytics skills and all other FBI Ask Finance systems. Duties will include collaborating with the helpdesk leads and Project Manager to ensure all customer requirements are addressed, ensuring the help desk and training is properly staffed, developing training programs, assisting onsite technicians resolve user issues, guiding personnel to become a functional expert, working with system owners, creating and distributing user alerts, training and creating documentation to further educate technicians and the user community. Managing member on the team. Responsible for coordinating, facilitating, and conducting training and communication for Help Desk Technicians and the user community, in which the Help Desk supports. Duties will include developing training programs, collaborating directly with the customer to determine training needs and requirements, leading and conducting training sessions, monitoring, creating and distributing user alerts, creating, updating, and uploading documentation into an online SharePoint site Responsibilities: * Ensures completion and timely submission of required tasks and deliverables as outlined by the customer and the QAP/PWS.* Create and lead the Help Desk Training program. * Collaborates with the Project Manager to address customer requirements, raised concerns, and team processes.* Directly manage assigned personnel to include timesheets, CACI admin tasks, CACI touchpoint/quarterly review and addressing any personnel concerns.* Ensure all new hires are provided with sufficient training to conduct daily duties. * Identify training areas and provide training required to refine and improve Help Desk system knowledge. * Monitor email mailbox and resolve any training issue/request received. * Maintain email distribution lists. * Coordinate and plan training programs for Help Desk Technicians and the FBI user community. * Collaborate with subject matter experts and system owners to determine training requirements and content. * Provide critique and assistance for presentation delivery. * Create, update, and enforce scripts for presentations and training videos. * Create documentation to assist Help Desk Technicians perform their daily duties. * Update and upload Step-by-Steps and other required documentation to a community SharePoint site. * Ensure all submitted documentation is properly formatted and 508 compliant. * Create and submit monthly newsletter for the FBI community. * Ensure communication is shared between system owners and Help Desk Technicians. * Create and submit user alerts. * Resolve customer questions/issues over the phone, lync, in person or email* Directs and supervises personnel for the performance of project assignments and activities.* Bring ideas and innovations to enhance Ask Finance.* Address and improve team morale.* Responsible for personnel, training, and CAU support services necessary for customer and help desk requirements.* Submits status for the weekly and monthly status reports and provides input for the quarterly project management review* Ensures that Ask Finance CACI is in good standing to ensure option year execution You''ll Bring These Qualifications: * Bachelor''s Degree (BA/BS) or equivalent experience and minimum 5 years of related work experience. * Excellent written and oral communication. * Top Secret Clearance. These Qualifications Would be Nice to Have: * Project Management experience. 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. Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities. As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

Created: 2025-11-15