End User Resource Specialist

CACI•Arlington, VA

5d•Onsite

About The Position

CACI is seeking an End User Support Resource Specialist to join their team in Arlington, VA. The End User Support Resource Specialist will support the delivery of end user services within a multi-facility region/complex, managing dedicated on-site IT deskside personnel. This candidate will help to mentor a team of 14 IT deskside technicians who provide IT support to end users and end user hardware (laptops, desktop, VDI, mobile devices, printers, etc.). This position will occasionally serve as a direct interface to the DHS customer, providing status on special projects (e.g. hardware refreshes), escalations and overall team performance. They are responsible for assisting techs with complicated tickets resolutions in a timely fashion and populated with the correct work details.

Requirements

Ability to obtain/maintain DHS EOD Suitability Clearance
5+ years of previous experience supporting a federal client
3+ years as a Senior Deskside Support Technician
Must possess experience as a leader and mentor in an end-user services environment.
Previous experience using ITSM tools for ticket and SLA tracking and reporting
Collaborative management approach to drive project / task success across multiple stakeholder organization
Positive attitude and strong communications skills
Prior experience working on customer site

Nice To Haves

Familiarity with using ServiceNow
ITIL 4 Foundations

Responsibilities

Support and engage with the CISA customer as needed to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests
Assist with monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format
Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information
Assist with new employee orientation
Ensure Tickets are assigned and evenly distributed across the team
Create and document fixes for newly identified problems as requested by the EUS Lead
Serve as the Internal escalation point for team members in order to validate escalating to Tier 3
Help mentor and train Tier 1 and 2 techs
Assist in conducting technician annual skills assessments
Offer coverage as surge support for 4 local customer sites during unplanned absences
Take the lead in the coordination of assigned projects i.e. software installs, hardware refresh etc.
Assist with maintaining the accuracy of tracking Assets in designated tech sites
Provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues
Collaborate with other DSS CACI organizational entities (e.g. service desk, EED) and external vendors to solve issues on the customers behalf.
Other duties as assigned by the EUS Manager