Enterprise Service Desk Analyst II

Job Title:

Enterprise Service Desk Analyst II 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 advanced Tier 1 help desk support for FEMA enterprise service desk.

Responsibilities:

As an Enterprise Service Desk Analyst II, the successful candidate with handle escalated incidents that cannot be resolved at Level I, perform follow-up on unresolved issues, and provide technical mentorship to Level I analysts. FEMA's Enterprise Service Desk provides 24/7 Tier 1 general help desk support to FEMA internal and non-FEMA external users.

Additional responsibilities include:

• 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

Qualifications:

Required:

• 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 Desired:

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

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: $59,600 - $122,100 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.