Enterprise Service Desk Analyst I

CACI International Inc.; National Harbor (MD); Hybride; USD 50 000 - 100 000; Plein temps

Résumé du poste

CACI International Inc. is seeking an Enterprise Service Desk Analyst I to join the FEMA OCIO team at National Harbor, MD. The role is hybrid, three days on-site per week, delivering frontline Tier 1 help desk support to FEMA employees and external users.

Responsibilities include handling calls, emails and chats, documenting in ServiceNow, performing password resets, and escalating complex issues to Level II. Strong communication and customer focus are essential.

Qualifications

• Bachelor’s degree plus 1+ year IT/helpdesk experience.
• Ability to obtain FEMA Entrance on Duty (EOD) clearance.
• Excellent verbal and written communication skills.
• Strong data entry and typing speed (≥35 WPM).
• Experience with Windows 10/11 and Office 365.
• Familiarity with ServiceNow and incident tracking.

Responsabilités

• Provide frontline Tier 1 help desk support via phone, email, and chat.
• Use ACD to route calls and document tickets in ServiceNow.
• Resolve first-contact requests and escalate complex issues.
• Maintain a 95% customer satisfaction rating.
• Follow SOPs and knowledge base articles; assist with password resets.

Connaissances

Customer service

Verbal & written communication

Teamwork

Problem solving

Attention to detail

Multi-tasking

Typing 35 WPM

Windows 10/11

MS 365 / Office 365

Active Directory

ServiceNow

ACD system

FEMA/Federal experience

Formation

Bachelor's degree

Outils

ServiceNow

ACD System

Active Directory

Microsoft 365

Windows 10/11

Description du poste

Job Title: Enterprise Service Desk Analyst IJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: NoneEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: None* * *The Opportunity: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.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. Additional responsibilities include:Answer incoming calls using FEMA’s Automated Call Distribution (ACD) systemGather customer information and attempt first call resolution with a 95% average speed of answerVerification of client installations and limited identification of physical issuesUsername and password resetsDocument all calls in ServiceNow ticketing systemEscalate complex issues to Level II or EUS Tier 2 desktop supportProvide referral information to customers as neededMeet and maintain a 95% customer satisfaction ratingFollow standard operating procedures and knowledge base articlesQualifications:Required:Ability to obtain a FEMA Entrance on Duty (EOD)Bachelor’s Degree plus a minimum of 1 years of experienceExcellent verbal and written communication skills, phone etiquette, data entryGood teamwork, problem-solving, and analytical skillsMust be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism at all timesBasic understanding of Windows 10/11, Microsoft Office 365, Active DirectoryBasic knowledge of Microsoft 365 applicationsAvailability to work rotating 24/7 shift schedule (days, nights, weekends, holidays) as neededType minimum 35 WPMDesired:CompTIA A+ certificationHelp desk or call center experienceServiceNow experienceFederal government experience-What You Can Expect: A culture of integrity.At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.An environment of trust.CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.A focus on continuous growth.Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.Pay Range :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. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.The proposed salary range for this position is:$49,900 - $100,000CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.