Help Desk Tier 2 Lead

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 1 and 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
Experience leading different Help Desk Teams
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 a member of the support team which serves as the single point of contact for providing responsive, accurate and quality customer service for financial systems' related questions.
Serve as a Lead providing technical help desk oversight.
Support multiple FEMA systems and will support both internal and external end-users.
Respond to users via telephone, email or through Microsoft Teams, and Service Desk ticketing tool.
Direct the work of employees consisting of Information Technology (IT) Technicians who perform duties that involve the planning and delivery of 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.
Manage staff that is involved in diagnosing and resolving problems in response to customer reported incidents, researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
Focus on constant customer service improvements such as communications and relationships.