DESKTOP SUPPORT TECHNICIAN – Tier 2

The Opportunity:
CACI is seeking professional customer-oriented candidates to join our FEMA OCIO EUC Desktop Support team. They should be able to quickly learn new business processes troubleshoot systemfunctionalityand work independently in a fast paced challenging environment.
The candidate will provide comprehensive Tier 2 on-site deskside support for FEMA HQ employees during standard operating hours of 7 AM 5 PM EST Mon- Fri. The candidate must also be available when needed to provide surge support during disasters which may require extended hours and 24-hour operations.


Responsibilities:

• Provide Tier 2 deskside support to FEMA HQ employees
• Install troubleshoot maintain and configure FEMA-approved COTS and GOTS hardware/software
• Perform root cause analysis of equipment problems and provide effective diagnosis
• Ask targeted diagnostic questions and guide users through step-by-step resolutions
• Maintain and install computer images
• Assist with employee and contractor onboarding to include setup and configuration of FEMA workstations and PIV card registration
• Escalate hardware issues to Tier 3 support (hardware vendor/manufacturer)
• Assign and update both VIP and non-VIP tickets based on SLA maintaining a 95% customer satisfaction rating
• Coordinate activities with 3rd party vendors identified by FEMA
• Be available to work extended hours during hurricane season and National Level Exercises as needed

Qualifications:

Required:

• Ability to obtain a FEMA Entrance on Duty (EOD)
• Bachelors degree plus a minimum of 6 years of desktop support experience
• Excellent verbal and written communication skills customer service and interpersonal skills
• Good teamwork problem-solving and analytical skills
• Must be customer focused and service oriented attentive to details with ability to multi-task and act with professionalismat all times
• Strong knowledge of Windows 10/11 and Microsoft Office 365
• Ability to lift and move computer equipment (up to 50 pounds)
• Flexibility to work extended hours weekends and holidays during as needed

Desired:

• CompTIA Network or Security certification
• ITIL Foundation certification
• Experience working with Federal government
• Experience supporting executive-level users
• Mobile Device Management (MDM) experience

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 youll be part of a high-performing group dedicated to our customers 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. Youll 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 nations 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:

There are a host of factors that can influence final salary including but not limited to geographic location Federal Government contract labor categories and contract wage rates relevant prior work experience specific skills and competencies education and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI you will receive comprehensive benefits such as; healthcare wellness financial retirement family support continuing education and time off benefits.

The proposed salary range for this position is: