End User Device Technician (Journeyman)

CACI•Dulles, VA

About The Position

CACI is seeking a Journeyman End User Device Technician for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. The position contributes to national security by providing IT support as part of a program that modernizes and maintains applications and infrastructure using an integrated IT Service Management approach. The technician works with experienced professionals and supports a high-performing team. The role provides Tier II end-user device support across a global enterprise, including desktop computers, laptops, tablets, peripherals, applications, and related technologies. It also supports equipment deployments and repair workflows, hardware configuration management, shipping and logistics, server installation services, ticket management, and automated deployments. The position requires an active Secret clearance and offers a proposed salary range of $59,600–$122,100. Travel is up to 10%, and the type of travel is local.

Requirements

Bachelor's degree and 4 years of experience in related fields, such as desktop support, IT technical support, hardware maintenance, systems administration, or end-user computing; equivalencies are considered.
Active Secret Clearance.
Proven experience with Tier II desktop support and troubleshooting in diverse end-user device environments.
Strong knowledge of desktop operating systems, including Windows and macOS, mobile devices, peripherals, and enterprise applications.
Demonstrated experience with IT service management ticketing systems and incident tracking workflows.
Familiarity with Hardware Configuration Management practices and IT asset lifecycle management.

Nice To Haves

Prior experience supporting federal agencies, especially the Department of State.
Experience with Infrastructure as Code (IaC) and Configuration as Code (CaC) tools such as Ansible, PowerShell, or similar automation platforms.
Knowledge of international shipping and logistics processes for IT equipment.
Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft/Apple technical certifications.

Responsibilities

Provide proactive and reactive Tier II desktop support for desktop computers, laptops, tablets, peripherals, applications, and related technologies across the global enterprise.
Assess end-user functional needs and determine appropriate specifications and configurations for break/fix and move requests and hardware deployments.
Set up and configure compatible replacement hardware for failures, prioritizing work according to service desk ticket priority and urgency.
Track delivery status and lifecycle of IT equipment sent for repair, coordinating with vendors and internal logistics teams.
Manage packaging, labeling, and shipping of IT equipment to remote and overseas locations in compliance with international shipping requirements.
Visually inspect incoming and outgoing hardware for conformity to specifications and document discrepancies on Non-Conformance Logs.
Support server installation services and execute Hardware Configuration Management (HCM) processes for designated configurable items during deployments.
Log incidents, service requests, and changes in the Ticket Management System, maintaining accurate documentation and tracking through resolution.
Develop and maintain installation scripts, including Infrastructure as Code (IaC) and Configuration as Code (CaC) orchestration for automated deployments.
Resolve complex work assignments using technical expertise, develop methodologies, and present innovative solutions to technical problems.