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.
• Respond to users via telephone, email or through Microsoft Teams, and Service Desk ticketing tool.
• Direct 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.
• Provide expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues.
• Manage 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.
• Focus on 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
• robust learning resources

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