CACI International Client Liaison – IT Service Operations in National Harbor, Maryland

Job Description

This position for a Client Liaison is based at our location at the National Harbor in Maryland with significant local travel in and around the NCR to customer offices. We are looking for an individual to be a reliable point of contact for customer groups, providing clear communications about IT services, initiatives, and changes in their enterprise IT environment. Additionally, the successful candidate will act as a liaison between customer representatives and our service delivery teams, addressing customer complaints and following up on the quality of delivered services. This is a customer facing position that requires significant experience in customer service and the ability to remain calm, tolerant and professional in a stressful and demanding environment.

Position Description

  • Serves as a key point of contact for end-user, service desk and IT project status updates

  • Regularly engages with customer stakeholders and working groups to stay informed of upcoming changes in the enterprise IT environment

  • Educates customers on service offerings

  • Develops and distributes communications documents, flyers, etc. to improve flow of information on IT initiatives to the end-user community

  • Works with operations leads to identify areas of greatest need and establishes associated customer engagement and corrective action plan

  • Make suggestions for improvements to enhance the customer’s experience

  • Respond to queries from the customer and ensure that other questions that arise during contact are correctly processed for resolution

  • Visits customers on an ad hoc basis to identify and shepherd support issues through appropriate processes, identify training opportunities, new requirements and more

  • Monitors client satisfaction through follow up on solving client issues and problems

  • Follows up on negative customer experiences to determine root cause and capture the voice of the customer

  • Collaborate with clients to identify and implement value added services

Required Skills/Certifications:

  • Able to obtain DHS Entry on Duty (EOD)

  • Typically requires a bachelor’s degree and 5 - 7 years of relevant experience

  • Relevant experience includes providing customer facing IT support, providing technical assistance or administering information management resources which includes computer hardware, LANs, applications systems, and connectivity to external systems; developing curriculum, working with computer security hardware and software; installing, maintaining and operating PC's, laptops, printers, etc.; managing various desktop and server operating systems; working with end users to resolve conflicts.

  • Strong customer service and strong communication skills (both written and verbal)

  • Understanding of ITIL service delivery concepts

  • Experience with computer terms and customer service operations

Desired Skills/Certifications:

  • Working knowledge of Win10, Airwatch, ServiceNow and Office 365; creating, updating and closing tickets

  • A+, Network+, ITIL Foundations

Job Location

US-National Harbor-MD-MARYLAND SUBURBAN

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.