Help Desk Tier 2 Lead

Job Title: Help Desk Tier 2 Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:

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.
 

Responsibilities:

As a FEMA Help Desk Tier 2 Lead , the successful candidate will be 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. They will serve as a Lead providing technical help desk oversight. The FEMA Help Desk team supports multiple FEMA systems and will support both internal and external end-users.  Users contact the service team via telephone, email or through Microsoft Teams, and Service Desk ticketing tool.

•             Experience directing 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.
•             Experience providing expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues.
•             Experience in managing 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.
•             Experience in constant customer service improvements such as communications and relationships


Qualifications:

Required: 

•             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


Desired:
 

•             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)

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What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

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