Hybrid Tier 1 Help Desk Analyst — Enterprise IT

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

Job summary

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.

Responsibilities

• 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.

Skills

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

Education

Bachelor's degree

Tools

ServiceNow

ACD System

Active Directory

Microsoft 365

Windows 10/11

Job description

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.