End User Support Lead

CACI International • Springfield, VA

5d • $70,800 - $148,600 • Onsite

About The Position

CACI is seeking an End User Tech Team Lead to join our team supporting Department of Homeland Security. As the EUS Lead you will work on-site incidents and tasks to resolution in a 24/7/365 environment at DHS sites in the National Capital Region and oversee the team of EUS Techs at your location. In this role you’re responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency. You will be responsible for delivering professional, high-quality service directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. Sr. EUS technicians support, test and troubleshoot a variety of technologies (desktops, laptops, tablets, video teleconferencing units, print devices, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space.

Requirements

• Ability to obtain a DHS Entrance on Duty (EOD)
• Bachelor’s degree and 5 years of relevant experience
• Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox
• Experience with patch management software (e.g., SCCM)
• Experience installing, upgrading, and removing software
• Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)
• Advanced experience with Active Directory management & administration
• Knowledgeable of Problem Management best practice and processes
• Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
• ITIL v4 Foundation certification (not required to start but expected to attain in first six months)
• Ability to travel locally within National Capital Region
• Physically capable of lifting and moving fifty (50lbs)
• Able to work in confined spaces

Nice To Haves

• Previous DHS or DoD experience
• The following certifications is highly desired:
• Relevant hands-on Microsoft Windows administrator certification
• COMPTIA A+, or Network+, or Security+
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation
• Knowledgeable of Problem Management best practice and processes

Responsibilities

• Manage a team of onsite end-user support technicians, including workforce scheduling, timecard review and approval, performance coaching, recurring check-ins, and support for hiring and onboarding activities.
• Prepare and deliver accurate daily and weekly operational reports for internal management and customer points of contact.
• Provides on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
• Sets-up and configures new end user equipment including laptops, mobiles devices, printers, copiers, VTC units, VoIP phones and other peripherals.
• Documents all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Reviews pending tickets daily, updating work details according to DSS ticket management procedures.
• Investigates and resolves all connectivity issues related to IT equipment.
• Performs daily checks with customers and their support staff.
• Actively participates in site specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provides end user equipment life cycle replacement support.
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
• Assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train in systems and network administration.
• Perform additional duties as assigned.

Benefits

• flexible time off benefit
• robust learning resources
• 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