DESKTOP SUPPORT TECHNICIAN - Tier 2

Job ID327512Job Title: DESKTOP SUPPORT TECHNICIAN – Tier 2Job Category: Engineering and Technical SupportTime Type: Full timeMinimum Clearance Required to Start: NoneEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * *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 system functionality and 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 employeesInstall, troubleshoot, maintain, and configure FEMA-approved COTS and GOTS hardware/softwarePerform root cause analysis of equipment problems and provide effective diagnosisAsk targeted diagnostic questions and guide users through step-by-step resolutionsMaintain and install computer imagesAssist with employee and contractor onboarding, to include setup and configuration of FEMA workstations and PIV card registrationEscalate 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 ratingCoordinate activities with 3rd party vendors identified by FEMABe available to work extended hours during hurricane season and National Level Exercises, as neededQualifications:Required:Ability to obtain a FEMA Entrance on Duty (EOD)Bachelor’s degree plus a minimum of 6 years of desktop support experienceExcellent verbal and written communication skills, customer service, and interpersonal skillsGood teamwork, problem-solving, and analytical skillsMust be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all timesStrong knowledge of Windows 10/11 and Microsoft Office 365Ability to lift and move computer equipment (up to 50 pounds)Flexibility to work extended hours, weekends, and holidays during as neededDesired:CompTIA Network+ or Security+ certificationITIL Foundation certificationExperience working with Federal governmentExperience supporting executive-level usersMobile Device Management (MDM) experienceWhat 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: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:$70,800 - $148,600CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic. #J-18808-Ljbffr CACI International Inc.