Enterprise Service Desk Analyst I

CACI International Inc; National Harbor (MD); Hybrid; USD 50,000 - 100,000; Full time

Job summary

CA CI International Inc. is seeking a customer‑oriented Enterprise Service Desk Analyst I to join the FEMA OCIO team. The role provides frontline Tier 1 support with 24/7 service desk coverage, operating in a hybrid model with three days on-site at National Harbor.

You will handle calls, emails, and chat, perform first-call resolutions, and document interactions in ServiceNow while aspiring to a 95% customer satisfaction rating and adhering to SOPs and knowledge base articles.

Qualifications

• Bachelor’s Degree plus a minimum of 1 year 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

Responsibilities

• Answer incoming calls using FEMA’s 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

Skills

Communication skills

Windows 10/11

Active Directory

Microsoft 365

Typing 35 WPM

Education

Bachelor's degree

Tools

ServiceNow

ACD System

Job description

Job Title: Enterprise Service Desk Analyst I

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type 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) 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

Qualifications

• 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

Desired

• CompTIA A+ certification
• Help desk or call center experience
• ServiceNow experience
• Federal 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 - $100,000

CACI 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.