CACI bv · 2 hours ago
User Support Specialist
VA
Full-time
Onsite
New Grad, Entry Level
$52K/yr - $106K/yrCACI is a company focused on integrity and innovation, seeking a detail-oriented User Support Specialist to provide support to CDC’s National Healthcare Safety Network (NHSN). The role involves assisting the project management team and end users by addressing inquiries and resolving related issues through a help desk system.
ConsultingEducationTraining
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as the first point of contact for NHSN users submitting inquiries through the help desk system (ServiceNow) or email
Respond to and resolve Tier 1 help desk tickets, including common and repeat issues related to: NHSN enrollment and onboarding; User accounts, access, and roles; Navigation of NHSN applications and reporting modules; Basic data submission and validation questions
Provide clear, accurate, and professional responses using approved scripts, SOPs, and knowledge base resources
Ensure timely acknowledgment, response, and closure of tickets in accordance with Service Level Agreements (SLAs)
Assess incoming requests to determine issue type, triage to the appropriate assignment group
Accurately document all user interactions, actions taken, and resolutions in the help desk ticketing system
Utilize and contribute to NHSN knowledge base articles, job aids, and FAQs to support consistent and efficient issue resolution
Identify recurring issues and flag potential documentation gaps or training needs to help desk leadership
Provide courteous, patient, and professional customer service to NHSN users with varying levels of technical expertise
Communicate NHSN processes, requirements, and guidance in clear, user-friendly language
Support a positive user experience by demonstrating responsiveness, empathy, and attention to detail
Follow established NHSN SOPs, workflows, and security requirements when handling user inquiries and data
Participate in required trainings, meetings, and quality assurance activities related to NHSN user support
Qualification
Required
Experience providing Tier 1 help desk or customer support, preferably for a technical or data-driven system
Strong written and verbal communication skills
Ability to follow established procedures and apply guidance consistently
Proficiency with help desk ticketing systems and Microsoft Office applications
Ability to manage multiple requests and meet deadlines in a fast-paced environment
Must be highly detailed oriented, organized, and proactive
Must be able to obtain and hold a Public Trust clearance
Preferred
Knowledge of NHSN or similar CDC systems (preferred but not required)
Experience using ServiceNow
Benefits
Healthcare
Wellness
Financial
Retirement
Family support
Continuing education
Time off benefits
Company
CACI bv
CACI levert, implementeert en beheert bedrijfskritische oplossingen voor het Hoger Onderwijs: het StudentInformatieSysteem OSIRIS en LISA voor zaakgericht werken.
Founded in 1997
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase