Help Desk Tier 2 Analyst

CACI International•National Harbor, MD

2d•$61,600 - $129,300•Hybrid

About The Position

CACI is seeking professional customer-oriented candidates to join our FEMA Help Desk. 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 work Hybrid 3 days a week at National Harbor or Orlando FL and provide end user support to multiple applications and general Tier 2 support to FEMA end-users.

Requirements

Ability to obtain a FEMA Entrance on Duty (EOD).
A bachelor's degree plus a minimum of 8 years of experience
Excellent verbal and written communication skills, phone etiquette, data entry
Good teamwork, problem-solving, and analytical skills
Experience in troubleshooting and conducting root cause analysis
Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all times

Nice To Haves

Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support
Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support
Experience working in a call center or Help Desk and Support center organization, providing user support and customer service
Experience with an incident management application (ServiceNow, Remedy, Rational, Serena)

Responsibilities

Serve as the single point of contact for providing responsive, accurate and quality customer service for financial systems' related questions.
Provide technical help desk oversight within a team of Tier 1 and 2 Help Desk support Analysts.
Support multiple FEMA systems and provide support to both internal and external end-users.
Respond to users via telephone, email, or through Microsoft Teams, and Service Desk ticketing tool.
Plan and deliver customer support services including configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.
Provide expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues.
Diagnose and resolve problems in response to customer reported incidents, researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
Contribute to continuous customer service improvements such as communications and relationships.