Help Desk Analyst

Benefits and culture

CACI offers a benefits-forward environment built on integrity, trust, and ongoing growth. This FEMA Help Desk role provides a clear path for professional development within a collaborative, customer-focused team and a hybrid work arrangement that blends on-site and remote work.

• Healthcare
• Wellness programs
• Financial benefits
• Retirement plans
• Family support
• Continuing education
• Time off benefits

The opportunity

Join CACI as a FEMA Help Desk Analyst in a Tier 1 end-user support capacity. You will assist across multiple applications and provide general Tier 1 support to FEMA end-users. The role operates on a hybrid schedule with three on-site days per week at National Harbor, MD or Orlando, FL.

Responsibilities

• Be a member of the Tier 1 support team serving as the single point of contact for responsive, accurate, and quality customer service for financial systems related questions.
• Support multiple FEMA systems and assist both internal and external end users.
• Receive user inquiries via telephone, email, or Microsoft Teams and coordinate through the Service Desk ticketing tool to document and resolve issues.

Required qualifications

• Ability to obtain a FEMA Entrance on Duty (EOD).
• Bachelor's degree plus a minimum of 3 years of experience.
• Excellent verbal and written communication skills, strong phone etiquette, and data entry proficiency.
• Strong teamwork, problem-solving, and analytical abilities.
• Experience in troubleshooting and conducting root cause analysis.
• Customer-focused and service-oriented, detail-oriented, with the ability to multi-task and maintain professionalism at all times.

Preferred qualifications

• Demonstrated sound customer service and telephone etiquette in responding to inquiries.
• Strong attention to detail, problem solving, and a commitment to outstanding customer support.
• Experience in a call center or help desk environment providing user support and customer service.
• Experience with incident management applications such as ServiceNow, Remedy, Rational, or Serena.

Technologies

• ServiceNow
• Remedy
• Rational
• Serena
• Microsoft Teams

Compensation

Salary range: $51,800 to $106,200 per year.

What you can expect

• A culture of integrity
• An environment of trust
• A focus on continuous growth