End User Resource Specialist

CACI International; Virginia (MN); On-site; USD 71,000 - 149,000; Full time

Job summary

CACI International is seeking an End User Support Resource Specialist in Arlington, VA to lead a deskside team delivering end-user services across multiple sites. You will mentor 14 IT deskside technicians, resolve complex tickets, and interface with the DHS customer on project status and escalations.

You will guide monthly audits, SOP creation, and knowledge retention, while supporting new employee orientation and ensuring even ticket distribution.

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/mentor in an end-user services environment.

Responsibilities

• Provide status on escalations and special projects to the DHS customer.
• Assist with monthly ticket audits and standardize work details.
• Create SOPs and training guides; maintain the deskside knowledge repository.
• Mentor Tier 1 and Tier 2 technicians; conduct skills assessments.
• Coordinate software installs and hardware refresh projects; surge coverage as needed.
• Collaborate with other DSS CACI entities and external vendors to resolve issues.

Skills

Leadership/mentoring

ITSM tooling

ServiceNow

ITIL Foundations

Federal client support

Communication

Tools

ServiceNow

ITSM Tools

Job description

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

* * *

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
• 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 anEqualOpportunity 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 otherprotectedcharacteristic.

CACI International

Expanding the limits of national security

CACI International Inc. leverages innovative technology and expert talent to address national security challenges, earning recognition as a Fortune World's Most Admired Company.

IT Services and IT Consulting Professional Services

12021 Sunset Hills Rd, Reston, Virginia 20190, US