Help Desk Manager

Help Desk Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: NACI

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

What You'll Get to Do:

• Work with the nation's leading public health experts supporting CDC's National Healthcare Safety Network (NHSN)
• Collaborate with a diverse team of epidemiologists, public health analysts, data analysts, and infection preventionists

More About the Role:

• Provide level 1 (Facilities Enrollment) helpdesk support for on average 200 email help desk tickets per work day. Provide technical support
• Assist users in acquiring digital credentials via SAMS
• Enroll facilities in NHSN as needed basis
• Triage level 2 support to appropriate SMEs
• Migrate current email system of managing tickets.
• Create and manage up-to-date user support documentation for internal (team) and external (NHSN users and partners)
• Maintain electronic files, e.g., for NHSN Agreement to Participate and Consent documents
• Handle inquiries from existing and prospective NHSN Dialysis Event module users, provide information to facilities to enable enrollment with NHSN and provide user support regarding procedures for correctly applying CDC COVID-19 and HAI definitions and criteria and data entry.
• Provide level 2 (Triaging) help desk support (Infection Preventionists / Epidemiologists) to address NHSN protocol issues.
• Conduct technical assistance for users reporting data into the National Healthcare Safety Network (NHSN).
• Identify and create necessary NHSN module/manual updates resulting from technological advancements, infection/disease trends, changing or broadening IP/nursing responsibilities or yearly updates of system components
• Submit system change requests, performing application testing, managing data collection forms, and identifying system defects.

You'll Bring These Qualifications:

• Bachelor's degree
• Must be able to obtain a NACI clearance.
• Excellent communications skills; great attention to details
• Written communication and presentation skills.

These Qualifications Would be Nice to Have:

• Helpdesk experience
• Highly organized with excellent interpersonal skills
• Attention to details and problem-solving 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 60 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.