Help Desk Tier 2 Analyst

Job Title Help Desk Tier 2 Analyst 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 Opportunity CACI is seeking professional customer‑oriented candidates to join our FEMA Help Desk. 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 National Harbor or Orlando, FL and provide end user support to multiple applications and general Tier 2 support to FEMA end‑users. Responsibilities As a FEMA Help Desk Tier 2 Analyst, the successful candidate will be a member of the support team which serves as the single point of contact for providing responsive, accurate and quality customer service for financial systems’ related questions. Experience working on a team that performs duties that involve the planning and delivery of customer support services including configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements. Experience providing expert technical advice, guidance, and recommendations to management and other technical specialists on critical IT issues. Experience in diagnosing and resolving problems in response to customer reported incidents, researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements. Experience in constant customer service improvements such as communications and relationships. Qualifications Required Ability to obtain a FEMA Entrance on Duty (EOD). A bachelor's degree plus a minimum of 8 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. Desired Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support. Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support. Experience working in a call center or Help Desk and Support center organization, providing user support and customer service. Experience with an incident management application (ServiceNow, Remedy, Rational, Serena). Benefits Competitive compensation and comprehensive benefits including healthcare, wellness, retirement, family support, continuing education, and time‑off. Pay Range $61,600 – $129,300 Equal Opportunity Statement 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. #J-18808-Ljbffr