Enterprise Service Desk Analyst I

CACI • National Harbor, MD

19h • Hybrid

About The Position

CACI is seeking professional customer-oriented candidates to join our Enterprise Service Desk team supporting FEMA OCIO. 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 the National Harbor and provide Tier 1 help desk support for FEMA enterprise service desk.

Requirements

• Ability to obtain a FEMA Entrance on Duty (EOD)
• Bachelor’s Degree plus a minimum of 1 years of experience
• Excellent verbal and written communication skills, phone etiquette, data entry
• 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
• Basic understanding of Windows 10/11, Microsoft Office 365, Active Directory
• Basic knowledge of Microsoft 365 applications
• Availability to work rotating 24/7 shift schedule (days, nights, weekends, holidays) as needed
• Type minimum 35 WPM

Nice To Haves

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

Responsibilities

• The FEMA Enterprise Service Desk provides 24/7 support for FEMA employees and non-FEMA external users.
• The Enterprise Service Desk Analyst provides frontline Tier 1 help desk support as the first point of contact for FEMA enterprise service desk.
• Enterprise Service Desk Analysts resolve IT service requests and incidents via phone, email, and chat.
• Answer incoming calls using FEMA’s Automated Call Distribution (ACD) system
• Gather customer information and attempt first call resolution with a 95% average speed of answer
• Verification of client installations and limited identification of physical issues
• Username and password resets
• Document all calls in 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

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits
• flexible time off benefit
• robust learning resources

What This Job Offers

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