Help Desk Tier 2 Analyst

CACI • National Harbor, MD

1d • 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 via telephone, email, Microsoft Teams, and a 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.
• Research, evaluate, and provide feedback on problematic trends and patterns in customer support requirements.
• Implement constant customer service improvements such as communications and relationships.

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