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1mo ago

Help Desk Analyst

CACI National Harbor, MD

National Harbor, MD

1mo ago Closed

$52k - $106k/yr Full time Customer Service Customer Support End User Support

This position is no longer accepting applications (closed Jul 18, 2026).

Job Description

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

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