CACI International Inc · 4 hours ago
User Support Specialist (Surge)
United States
Full-time
Remote
New Grad, Entry Level
$44K/yr - $87K/yrCACI International Inc is seeking a detail-oriented User Support Specialist to provide support to CDC’s National Healthcare Safety Network (NHSN). The role involves addressing user inquiries, resolving help desk tickets, and ensuring a positive user experience while following established procedures.
Information TechnologyService IndustrySoftware
No H1B
U.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 International Inc
At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.
Founded in 1962
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1B2025-05-21Post Ipo Debt· $1B
2003-01-10IPO
Leadership Team
John Mengucci
President & CEO
Darryl W Burke
Senior Vice President / Air Force Client Executive
Recent News
Washington Technology
2026-01-25
2026-01-22
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