Job Title: User Support Specialist (Surge)<p style="text-align:inherit"></p><p style="text-align:inherit"></p>Job Category: Information Technology<p style="text-align:inherit"></p><p style="text-align:inherit"></p>Time Type: Part time<p style="text-align:inherit"></p><p style="text-align:inherit"></p>Minimum Clearance Required to Start: Public Trust<p style="text-align:inherit"></p><p style="text-align:inherit"></p>Employee Type: Part-Time On-Call<p style="text-align:inherit"></p><p style="text-align:inherit"></p>Percentage of Travel Required: None<p style="text-align:inherit"></p><p style="text-align:inherit"></p>Type of Travel: None<p style="text-align:inherit"></p><p style="text-align:inherit"></p>* * *<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p>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.</p><p></p><p>Key Responsibilities<br>Tier 1 Help Desk & User Support<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Serve as the first point of contact for NHSN users submitting inquiries through the help desk system (ServiceNow) or email.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> 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<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Provide clear, accurate, and professional responses using approved scripts, SOPs, and knowledge base resources.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Ensure timely acknowledgment, response, and closure of tickets in accordance with Service Level Agreements (SLAs).<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Assess incoming requests to determine issue type, triage to the appropriate assignment group<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Accurately document all user interactions, actions taken, and resolutions in the help desk ticketing system.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Utilize and contribute to NHSN knowledge base articles, job aids, and FAQs to support consistent and efficient issue resolution.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Identify recurring issues and flag potential documentation gaps or training needs to help desk leadership.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Provide courteous, patient, and professional customer service to NHSN users with varying levels of technical expertise.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Communicate NHSN processes, requirements, and guidance in clear, user-friendly language.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Support a positive user experience by demonstrating responsiveness, empathy, and attention to detail.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Follow established NHSN SOPs, workflows, and security requirements when handling user inquiries and data.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Participate in required trainings, meetings, and quality assurance activities related to NHSN user support.</p><p></p><p>Required Qualifications<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Experience providing Tier 1 help desk or customer support, preferably for a technical or data-driven system<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Strong written and verbal communication skills<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Ability to follow established procedures and apply guidance consistently<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Proficiency with help desk ticketing systems and Microsoft Office applications<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Ability to manage multiple requests and meet deadlines in a fast-paced environment<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Must be highly detailed oriented, organized, and proactive.<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Must be able to obtain and hold a Public Trust clearance<br><br>Desired Qualifications<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Knowledge of NHSN or similar CDC systems (preferred but not required)<br><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">•           </span> Experience using ServiceNow<br> </p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>-<p><b><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">_________________________________________________________________________</span></b></p><p></p><p><b><u>What You Can Expect:</u></b></p><p><b> </b></p><p><b>A culture of integrity.</b></p><p>At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.</p><p><b>An environment of trust.</b></p><p>CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.</p><p><b>A focus on continuous growth.</b></p><p>Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.</p><p> </p><p><b>Your potential is limitless.</b> So is ours.</p><p></p><p></p><p><b><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">_________________________________________________________________________</span></b></p><p></p><p><b>Pay Range</b>: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. 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.</p><p></p><p>Since this position can be worked in more than one location, the range shown is the national average for the position.</p><p></p><p>The proposed salary range for this position is: </p>$43,500-$86,900<p></p><p></p><p><i>CACI is <span><span><span><span><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">an Equal Opportunity</span> Employer.</span></span></span></span> 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 <span><span><span><span><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">other protected characteristic.</span></span></span></span></span></i></p><p></p><p></p><p></p><p></p><p></p>