Enterprise Service Desk Analyst II

CACI•National Harbor, MD

17h•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 advanced Tier 1 help desk support for FEMA enterprise service desk.

Requirements

Ability to obtain a FEMA Entrance on Duty (EOD).
A bachelor's degree plus a minimum of 3 years of experience
Excellent verbal and written communication skills, phone etiquette, data entry
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
Strong knowledge of Windows 10/11, Microsoft Office 365, Active Directory
ServiceNow ticketing system experience
Excellent verbal and written communication skills
Ability to work rotating 24x7x365 shift schedule (days, nights, weekends, holidays) as needed
Type minimum 40 WPM

Nice To Haves

ITIL Foundation certification
Federal government help desk experience
Experience supporting 10,000+ user environments
Bilingual (English/Spanish)

Responsibilities

Handle escalated incidents that cannot be resolved at Level I, perform follow-up on unresolved issues, and provide technical mentorship to Level I analysts.
Handle complex Tier 1 support requests via phone, email, and chat, as well as requests received directly from management and achieve 95% first-call resolution
Provide support for VPN connectivity, PIV card registration, mobile device, printer and peripheral device, and FEMA-specific applications
Verify customer issue resolution and follow up with customers who have reported unresolved issues
Document all customer interactions in ServiceNow ticketing system
Escalate tickets to EUS Tier 2 desktop support when necessary
Troubleshoot issues across all ticket categories. Ticket categories include: account passwords, applications, hardware, and email/telecom
Participate in knowledge base article creation
Assist Training Specialist with new hire training