Job Title: Enterprise Service Desk Analyst IJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: NoneEmployee Type: RegularPercentage of Travel Required: NoneType 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 Tier 1 help desk support for FEMA enterprise service desk. Responsibilities:The FEMA Enterprise Service Desk provides 24/7 support for FEMA employees and non-FEMA external users. The Enterprise Service Desk Analyst provides frontline Tier 1 help desk support as the first point of contact for FEMA enterprise service desk. Enterprise Service Desk Analysts resolve IT service requests and incidents via phone, email, and chat. Additional responsibilities include:Answer incoming calls using FEMA’s Automated Call Distribution ACD system Gather customer information and attempt first call resolution with a 95% average speed of answerVerification of client installations and limited identification of physical issuesUsername and password resetsDocument all calls in ServiceNow ticketing systemEscalate 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 Qualifications:Required:Ability to obtain a FEMA Entrance on Duty EODBachelor’s Degree plus a minimum of 1 years of experienceExcellent verbal and written communication skills, phone etiquette, data entryGood teamwork, problem-solving, and analytical skillsMust be customer focused and service oriented, attentive to details, with ability
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