Hybrid Tier 1 Help Desk Analyst — Enterprise Service Desk

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

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.