End User Resource Specialist

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

Job summary

CACI International, situated in Arlington, VA, seeks an End User Support Resource Specialist to mentor a team of deskside technicians and oversee end-user hardware support across multiple sites.

The role requires DHS EOD clearance, leadership experience, and proficiency in ITSM tools, including ServiceNow. Expect active collaboration with the CISA customer and internal teams to resolve complex issues.

Qualifications

• 5+ years of experience supporting a federal client.
• 3+ years as a Senior Deskside Support Technician.
• Ability to obtain/maintain DHS EOD Suitability Clearance.
• Experience as a leader and mentor in an end-user services environment.
• Experience using ITSM tools for ticket and SLA tracking and reporting.

Responsibilities

• Support and engage with the CISA customer, providing status on escalations and special projects.
• Assist with monthly ticket audits and standardized work details.
• Help create SOPs and training guides; maintain the deskside Knowledge Repository.
• Mentor and train Tier 1 and 2 technicians; participate in annual skills assessments.
• Lead coordination of projects such as software installs and hardware refreshes.

Skills

Leadership

Mentoring

Communication skills

Team coordination

Customer focus

Education

ITIL 4 Foundations

Tools

ServiceNow

ITSM tools

Job description

The Opportunity:

CACI is seeking an End User Support Resource Specialist to join our team in Arlington, VA. The End User Support Resource Specialist will support the delivery of end user services within a multi-facility region/complex, managing dedicated on-site IT deskside personnel. This candidate will help to mentor a team of 14 IT deskside technicians who provide IT support to end users and end user hardware (laptops, desktop, VDI, mobile devices, printers, etc.).

This position will occasionally serve as a direct interface to the DHS customer, providing status on special projects (e.g. hardware refreshes), escalations and overall team performance. They are responsible for assisting techs with complicated tickets resolutions in a timely fashion and populated with the correct work details.

Responsibilities:

• Support and engage with the CISA 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 CACI organizational entities (e.g. service desk, EED) and external vendors to solve issues on the customers behalf.
• Other duties as assigned by the EUS Manager

Qualifications:

Required:

• 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
• Prior experience working on customer site

Desired:

• Familiarity with using ServiceNow
• ITIL 4 Foundations
• -

What 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 - $148,600

CACI 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.