EUC Desktop Support Technician (Tier 2) – Mid Level

CACI International Inc.; Washington (District of Columbia); On-site; USD 71,000 - 149,000; Full time

Benefits offered by this job

Flexible time off

Learning resources

Healthcare benefits

Job summary

CACI International Inc. in Washington, DC, is seeking an EUC Desktop Support Technician (Tier 2) to provide on-site deskside support for FEMA HQ during standard hours 7 AM–5 PM EST, with surge coverage during disasters.

The role requires a Bachelor’s degree and 6+ years of desktop support, strong Windows 10/11 and Office 365 skills, and a customer-focused approach. Flexibility to work extended hours, weekends, and holidays is required.

Qualifications

• Bachelor’s degree with 6+ years desktop support experience
• Ability to obtain FEMA Entrance on Duty (EOD)
• Proficient in Windows 10/11 and Office 365
• Strong communication and customer service skills
• Ability to lift up to 50 pounds
• Willingness to work extended hours, weekends, and holidays

Responsibilities

• Provide Tier 2 deskside support to FEMA HQ employees
• Install, troubleshoot, maintain, and configure FEMA-approved hardware/software
• Perform root cause analysis of equipment problems
• Guide users through step-by-step resolutions
• Maintain and install computer images
• Assist with onboarding and PIV card registration
• Escalate hardware issues to Tier 3 support
• Manage tickets with SLA and 95% CSAT
• Coordinate with 3rd party vendors
• Be available for surge during disasters and hurricane season

Skills

Deskside support

Windows 10/11

Office 365

Customer service

Problem solving

Teamwork

Education

Bachelor’s degree in IT or related field

Tools

MDM

Job description

Job Title: EUC Desktop Support Technician (Tier 2) – Mid Level

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

The Opportunity:

CACI is seeking professional customer-oriented candidates to join our FEMA OCIO EUC Desktop Support team. 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 provide comprehensive Tier 2 on-site deskside support for FEMA HQ employees during standard operating hours of 7 AM – 5 PM EST Mon- Fri. The candidate must also be available, when needed, to provide surge support during disasters, which may require extended hours and 24-hour operations.

Responsibilities:

• Provide Tier 2 deskside support to FEMA HQ employees
• Install, troubleshoot, maintain, and configure FEMA-approved COTS and GOTS hardware/software
• Perform root cause analysis of equipment problems and provide effective diagnosis
• Ask targeted diagnostic questions and guide users through step-by-step resolutions
• Maintain and install computer images
• Assist with employee and contractor onboarding, to include setup and configuration of FEMA workstations and PIV card registration
• Escalate hardware issues to Tier 3 support (hardware vendor/manufacturer)
• Assign and update both VIP and non-VIP tickets based on SLA, maintaining a 95% customer satisfaction rating
• Coordinate activities with 3rd party vendors identified by FEMA
• Be available to work extended hours during hurricane season and National Level Exercises, as needed

Qualifications:

Required

• Ability to obtain a FEMA Entrance on Duty (EOD)
• Bachelor’s degree plus a minimum of 6 years of desktop support experience
• Excellent verbal and written communication skills, customer service, and interpersonal skills
• Good teamwork, problem-solving, and analytical skills
• Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all times
• Strong knowledge of Windows 10/11 and Microsoft Office 365
• Ability to lift and move computer equipment (up to 50 pounds)
• Flexibility to work extended hours, weekends, and holidays during as needed

Desired

• CompTIA Network+ or Security+ certification
• ITIL Foundation certification
• Experience working with Federal government
• Experience supporting executive-level users
• Mobile Device Management (MDM) experience

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.