Enterprise Service Desk Analyst I

CACI • National Harbor, MD

8d • $49,900 - $100,000 • Hybrid

About The Position

CACI is seeking professional, customer-oriented candidates to join its Enterprise Service Desk team supporting FEMA OCIO. The role provides frontline Tier 1 help desk support to FEMA employees and non-FEMA external users, serving as the first point of contact for the FEMA enterprise service desk. Analysts resolve IT service requests and incidents by phone, email, and chat, and are expected to learn new business processes quickly, troubleshoot system functionality, and work independently in a fast-paced, challenging environment. The position is hybrid, with three days per week at National Harbor, and requires availability for a rotating 24/7 shift schedule as needed.

Requirements

• Ability to obtain a FEMA Entrance on Duty (EOD).
• Bachelor’s degree and a minimum of 1 year of experience.
• Excellent verbal and written communication skills, phone etiquette, and data-entry skills.
• Good teamwork, problem-solving, and analytical skills.
• Customer-focused and service-oriented, attentive to detail, able to multitask, and professional at all times.
• Basic understanding of Windows 10/11, Microsoft Office 365, and Active Directory.
• Basic knowledge of Microsoft 365 applications.
• Availability to work a rotating 24/7 shift schedule, including days, nights, weekends, and holidays, as needed.
• Typing speed of at least 35 WPM.

Nice To Haves

• CompTIA A+ certification.
• Help desk or call center experience.
• ServiceNow experience.
• Federal government experience.

Responsibilities

• Answer incoming calls using FEMA’s Automated Call Distribution (ACD) system.
• Gather customer information and attempt first-call resolution while maintaining a 95% average speed of answer.
• Verify client installations and identify limited physical issues.
• Perform username and password resets.
• Document all calls in the ServiceNow ticketing system.
• Escalate complex issues to Level II or EUS Tier 2 desktop support.
• Provide referral information to customers as needed.
• Meet and maintain a 95% customer satisfaction rating.
• Follow standard operating procedures and knowledge base articles.
• Resolve IT service requests and incidents through phone, email, and chat.

Benefits

• Flexible time off benefit.
• Learning resources and learning and development opportunities.
• Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
• Competitive compensation and a broad mix of benefits options designed to support and protect employees and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level