DESKTOP SUPPORT TECHNICIAN – Tier 2

CACI • Washington Dc, DC

2d • Onsite

About The Position

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.

Requirements

• 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

Nice To Haves

• CompTIA Network+ or Security+ certification
• ITIL Foundation certification
• Experience working with Federal government
• Experience supporting executive-level users
• Mobile Device Management (MDM) experience

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

Benefits

• flexible time off benefit
• robust learning resources
• competitive compensation
• benefits and learning and development opportunities
• comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level