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
* * *
The Opportunity: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
- Perform 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
Qualifications: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
- Experience supporting executive-level users
- Mobile Device Management (MDM) experience
Pay Range:
There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
The proposed salary range for this position is:
$70,800 - $148,600
