Job Summary:
CACI is seeking professional customer-oriented candidates to join our FEMA OCIO EUC Desktop Support team. The candidate will provide comprehensive Tier 2 on-site deskside support for FEMA HQ employees, troubleshooting system functionality and assisting with equipment issues.
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)
• Bachelor’s 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 professionalism at 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
Preferred:
• CompTIA Network+ or Security+ certification
• ITIL Foundation certification
• Experience working with Federal government
• Experience supporting executive-level users
• Mobile Device Management (MDM) experience
Company:
CACI levert, implementeert en beheert bedrijfskritische oplossingen voor het Hoger Onderwijs: het StudentInformatieSysteem OSIRIS en LISA voor zaakgericht werken. Founded in 1997, the company is headquartered in Amsterdam, NLD, with a team of 51-200 employees. The company is currently Growth Stage.