CACI is seeking professional customer-oriented candidates to join our FEMA OCIO EUC Desktop Support team. They should be able to quickly learn new business processes, troubleshoot system functionality and work independently in a fast paced, challenging environment.
The candidate will provide comprehensive Tier 2 on-site deskside support for FEMA HQ employees during standard operating hours of 7 AM - 5 PM EST Mon- Fri. The candidate must also be available, when needed, to provide surge support during disasters, which may require extended hours and 24-hour operations.
Responsibilities
Provide Tier 2 deskside support to FEMA HQ employees
Install, troubleshoot, maintain, and configure FEMA-approved COTS and GOTS hardware/software
P erform root cause analysis of equipment problems and provide effective diagnosis
Ask targeted diagnostic questions and guide users through step-by-step resolutions
Maintain and install computer images
Assist with employee and contractor onboarding, to include setup and configuration of FEMA workstations and PIV card registration
Escalate hardware issues to Tier 3 support (hardware vendor/manufacturer)
Assign and update both VIP and non-VIP tickets based on SLA, maintaining a 95% customer satisfaction rating
Coordinate activities with 3rd party vendors identified by FEMA
Be available to work extended hours during hurricane season and National Level Exercises, as needed
Requirements
Required:
Ability to obtain a FEMA Entrance on Duty (EOD)
Bachelor's degree plus a minimum of 6 years of desktop support experience
Excellent verbal and written communication skills, customer service, and interpersonal skills
Good teamwork, problem-solving, and analytical skills
Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all times
Strong knowledge of Windows 10/11 and Microsoft Office 365
Ability to lift and move computer equipment (up to 50 pounds)
Flexibility to work extended hours, weekends, and holidays during as needed
Desired:
CompTIA Network+ or Security+ certification
ITIL Foundation certification
Experience working with Federal government
E xperience supporting executive-level users
M obile Device Management (MDM) experience
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
Pay Range :
The proposed salary range for this position is:
$70,800 - $148,600
CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.
Benefits
Health insuranceFlexible schedule
Additional Information
Job Title: DESKTOP SUPPORT TECHNICIAN - Tier 2
Job Category: Engineering and Technical Support
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
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Caci · Washington, DC