Deskside IT Support Lead & Mentor

CACI International Inc.; Arlington (VA); On-site; USD 71,000 - 149,000; Full time

Job summary

CACI International Inc. seeks an End User Resource Specialist in Arlington, VA to lead deskside IT support across multiple sites. You will mentor a team of technicians, help resolve complex tickets, and drive adherence to process standards."

Responsibilities include onboarding, ticket distribution, SOP creation, and project coordination for software and hardware refreshes, while ensuring high customer satisfaction and collaboration with internal teams and vendors.

Qualifications

• Ability to obtain/maintain DHS EOD Suitability Clearance
• 5+ years of previous experience supporting a federal client
• 3+ years as a Senior Deskside Support Technician
• Must possess experience as a leader and mentor in an end-user services environment
• Previous experience using ITSM tools for ticket and SLA tracking and reporting
• Collaborative management approach to drive project / task success across multiple stakeholder organization
• Positive attitude and strong communications skills

Responsibilities

• Support and engage with the DHS customer as needed to provide status on specific ticket escalations, updates on Special Projects and meet any ad hoc user requests
• Assist with monthly ticket audits on regional team, ensuring tickets are routed correctly and populated following a standardized work detail format
• Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information
• Assist with new employee orientation
• Ensure Tickets are assigned and evenly distributed across the team
• Create and document fixes for newly identified problems as requested by the EUS Lead
• Serve as the Internal escalation point for team members in order to validate escalating to Tier 3
• Help mentor and train Tier 1 and 2 techs
• Assist in conducting technician annual skills assessments
• Offer coverage as surge support for 4 local customer sites during unplanned absences
• Take the lead in the coordination of assigned projects i.e. software installs, hardware refresh etc.
• Assist with maintaining the accuracy of tracking Assets in designated tech sites
• Provide the highest level of customer satisfaction, working collaboratively with the customer to solve end user challenges and issues
• Collaborate with other DSS CAC I organizational entities (e.g. service desk, EED) and external vendors to solve issues on the customers behalf.

Skills

Leadership

Mentoring

Communication

Team coordination

Customer service

Tools

ServiceNow

Job description

CACI International Inc. seeks an End User Resource Specialist in Arlington, VA to lead deskside IT support across multiple sites. You will mentor a team of technicians, help resolve complex tickets, and drive adherence to process standards."

Responsibilities include onboarding, ticket distribution, SOP creation, and project coordination for software and hardware refreshes, while ensuring high customer satisfaction and collaboration with internal teams and vendors.