End User Resource Specialist

CACI International • Arlington, VA

7d • $70,800 - $148,600 • Onsite

About The Position

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

Benefits

• flexible time off
• 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
• Education Level: No Education Listed