User Support Specialist (Surge)

CACI

5d

About The Position

CACI seeks a detail-oriented User Support Specialist with superior interpersonal, organizational and communications skills to provide support to CDC’s National Healthcare Safety Network (NHSN). The user support specialist will provide assistance to the project management team and end users of the system by addressing questions and resolving related issues. This position is part of our surge capacity team.

Requirements

• 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

Nice To Haves

• Knowledge of NHSN or similar CDC systems (preferred but not required)
• Experience using ServiceNow

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.

Benefits

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive compensation, benefits and learning and development opportunities.
• Our broad and competitive mix of benefits options is designed to support and protect employees and their families.
• At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees