End User Support Lead

The Opportunity
CACI is seeking an End User Tech Team Lead to join our team supporting Department of Homeland Security. As the EUS Lead you will work on-site incidents and tasks to resolution in a 24/7/365 environment at DHS sites in the National Capital Region and oversee the team of EUS Techs at your location. In this role you’re responsible for providing IT support to federal and contractor staff, requiring the highest level of customer service and technical proficiency. You will be responsible for delivering professional, high-quality service directly to the customer, providing both remote and in-person support for new equipment installations and break/fix incidents. Sr. EUS technicians support, test and troubleshoot a variety of technologies (desktops, laptops, tablets, video teleconferencing units, print devices, software, etc.) adhering to service level agreements. This candidate will support unclassified equipment, some of which is in classified space.

Responsibilities

• Manage a team of onsite end-user support technicians, including workforce scheduling, timecard review and approval, performance coaching, recurring check-ins, and support for hiring and onboarding activities.
• Prepare and deliver accurate daily and weekly operational reports for internal management and customer points of contact.
• Provide on-site technical support for hardware (laptops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), audiovisual display systems, and wireless technologies.
• Schedule and coordinate customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
• Set-up and configure new end user equipment including laptops, mobile devices, printers, copiers, VTC units, VoIP phones and other peripherals.
• Document all changes in ServiceNow ticketing system to ensure all asset and configuration information is up to date.
• Review pending tickets daily, updating work details according to DSS ticket management procedures.
• Investigate and resolve all connectivity issues related to IT equipment.
• Perform daily checks with customers and their support staff.
• Actively participate in site specific project planning, providing detailed requirements for facility IT equipment MACs.
• Provide end user equipment life cycle replacement support.
• Self-motivated and proactive – able to work independently and identify opportunities and develop new ideas for efficiencies.
• Able to plan and prioritize workload to ensure objectives and tickets are achieved on time.
• Assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train in systems and network administration.
• Perform additional duties as assigned.

Qualifications

• Ability to obtain a DHS Entrance on Duty (EOD).
• Bachelor’s degree and 5 years of relevant experience.
• Ability to perform in-depth troubleshooting skills on Windows 11, Microsoft Office products, and various Internet browsers to include Microsoft Edge and Mozilla Firefox.
• Experience with patch management software (e.g., SCCM).
• Experience installing, upgrading, and removing software.
• Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle.
• Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).
• Advanced experience with Active Directory management & administration.
• Strong knowledge and experience with Microsoft Teams Room configurations and licensing.
• ITIL v4 Foundation certification (not required to start but expected to attain in first six months).
• Ability to travel locally within National Capital Region.
• Physically capable of lifting and moving fifty (50lbs).
• Able to work in confined spaces.

Skills

• Knowledgeable of Problem Management best practice and processes.
• Previous DHS or DoD experience (desired).
• Relevant hands-on Microsoft Windows administrator certification (highly desired).
• COMPTIA A+, or Network+, or Security+ (highly desired).
• Cisco Certified Network Associate (CCNA) (highly desired).

Benefits

At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Our broad and competitive mix of benefits options is designed to support and protect employees and their families.

• A culture of integrity, placing character and innovation at the center of everything we do.
• An environment of trust, valuing unique contributions and providing autonomy through a flexible time off benefit and access to robust learning resources.
• A focus on continuous growth, advancing our nation's most critical missions and building on a lengthy track record of business success.

Pay

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.

The proposed salary range for this position is $70,800 - $148,600.