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.
- 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.
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
- learning resources
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