Service Desk Technician (Journeyman)

CACI International•Ashburn, VA

12d•$59,600 - $122,100•Onsite

About The Position

CACI is seeking a Journeyman Service Desk Technician for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

Requirements

Bachelor's degree + 4 years of experience in related fields, such as technical support, help desk, customer service, IT support, or service desk operations; equivalencies considered.
Active Secret Clearance
Proven experience providing Tier I support and troubleshooting for enterprise IT environments
Demonstrated knowledge of incident management, ticket escalation processes, and ITIL service desk best practices
Strong customer service skills with ability to communicate effectively with users of varying technical skill levels across multiple channels
Excellent problem-solving and documentation skills with ability to work in a fast-paced, multi-channel support environment

Nice To Haves

Prior experience supporting federal agencies, especially the Department of State
Professional certifications such as ITIL Foundation, HDI Customer Service Representative (HDI-CSR), or CompTIA A+
Experience with ServiceNow or similar IT Service Management (ITSM) platforms and Automatic Call Distribution (ACD) systems
Knowledge of self-service portals, knowledge management, and experience supporting 40,000+ users in geographically distributed environments

Responsibilities

Provide professional, high-quality Tier I support serving as the primary contact for customer service events via multiple channels including email, phone, instant message, agent chat, chatbot, and walk-in
Troubleshoot, diagnose, and resolve incidents and problems to closure by collaborating with DT/EA/CST technical support teams and external technical teams
Manage ticket escalation and transitions between support tiers, ensuring timely resolution within established Service Level Agreement (SLA) thresholds
Utilize self-help/self-service capabilities to guide users in resolving standard issues independently including password resets, hardware/software requests, and account provisioning
Operate Automatic Call Distribution (ACD) telemetry system providing call menu functionality, real-time logging, monitoring, and reporting capabilities
Prepare and distribute operational notices to inform CA customers and DT/EA/CST management of critical incidents including scheduled and unscheduled outages
Document service events following established policies and procedures, utilizing the Ticket Management System for logging, documentation, and prioritization
Provide excellent customer service by demonstrating empathy, professionalism, and technical competence when assisting users with IT-related issues
Maintain knowledge base articles and self-service resources to enable user autonomy and reduce recurring ticket volume
Apply technical support expertise to resolve complex customer issues with latitude in developing innovative troubleshooting methodologies and presenting solutions to service delivery problems