Help Desk Tier I

About the Role

CACI is seeking professional, customer-oriented candidates to join our FEMA Help Desk. Ideal candidates will quickly learn new business processes, troubleshoot system functionality, and work independently in a fast-paced, challenging environment.

Responsibilities

• Work hybrid 3 days a week at National Harbor or Orlando, FL.
• Provide end-user support for multiple applications and general Tier 1 support to FEMA end-users.
• Serve as a member of the Tier 1 support team, acting as the single point of contact for responsive, accurate, and quality customer service for financial systems-related questions.
• Support multiple FEMA systems for both internal and external end-users.
• Respond to user inquiries via telephone, email, Microsoft Teams, and a Service Desk ticketing tool.

Requirements

• 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, phone etiquette, and data entry proficiency.
• Strong teamwork, problem-solving, and analytical skills.
• Experience in troubleshooting and conducting root cause analysis.
• Customer-focused and service-oriented with attention to detail, ability to multitask, and professionalism.

Preferred Qualifications

• Demonstrated sound customer service and telephone etiquette in responding to customer calls or inquiries.
• Strong attention to detail, problem-solving, and a desire to provide outstanding customer support.
• Experience working in a call center, Help Desk, or Support center organization providing user support and customer service.
• Experience with an incident management application (e.g., ServiceNow, Remedy, Rational, Serena).

Benefits

• Comprehensive benefits package including healthcare, wellness, financial, retirement, and family support.
• Continuing education and time off benefits.
• Flexible time off to balance work and personal life.
• Robust learning resources to support career growth.

Pay

The proposed salary range for this position is $59,600 - $122,100. Final salary will be influenced by factors such as geographic location, Federal Government contract labor categories and wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.