Help Desk Tier 2 Lead
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.
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.
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)
Benefits
- healthcare
- wellness
- financial
- retirement
- family support
- continuing education
- time off benefits
- flexible time off benefit
- robust learning resources
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