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Service Desk Analyst (Chat Support) – National Harbor MD – POC in Listing

Posted by on October 13, 2021

To apply to this job, contact .

Service Desk Analyst (Chat Support) – National Harbor MD

Job Profile:


IT Operations T2

JR Type:



Job Category:


Information Technology

Minimum Clearance Required to Start:



Percentage of Travel Required:


Up to 10%

Type of Travel:



Project Name:


DHS DSS Service Desk


Job Description:


Qualified candidates will provide mid-level support for an Information Technology (IT) Help Desk which receives and resolves 15,000 tickets monthly through the Service Now service management software.  The IT Help Desk supports a 12,000+ user community within the Department of Homeland Security (DHS).


What You’ll Get to Do:


Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing

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

Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts

Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems

Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting


You’ll Bring These Qualifications:


Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)

Bachelor’s degree or equivalent + 3 applicable years

Ability to work Shift 3: Monday – Friday, 8:00am – 4:30pm (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)

Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox

Experience with patch management software (e.g., SCCM)

Experience installing, upgrading, and removing software

Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle

Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software)

Advanced experience with Active Directory management & administration

Knowledgeable of Problem Management best practice and processes


These Qualifications Would be Nice to Have:


COMPTIA A+, or Network+, or Security+ Certification

MCP Certification

ITIL Foundation certification

HDI Certification


What We Can Offer You:


We’ve been named a Best Place to Work by the Washington Post.

Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

We offer competitive benefits and learning and development opportunities.

We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.



Company Overview:


CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.


Job Requisition ID


If you are qualified and interested in this position, email your resume to and include the Full Job Title and Job Requisition ID above in the subject line


  • Location:
  • Salary: Not provided
  • Clearance Required: No
  • Spouse Friendly: No

To apply to this job, contact .