Service Desk Technician (Journeyman)

CACI • Ashburn, VA

3d

About The Position

CACI is seeking a Journeyman Service Desk Technician for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. The role provides Tier I IT support as part of an integrated IT Service Management approach to modernizing and maintaining applications and infrastructure. The technician serves as a primary customer contact, resolves and documents service events, coordinates with technical support teams, and helps users make use of self-service resources. The position requires an active Secret clearance and includes up to 10% local travel.

Requirements

• Bachelor's degree and four years of experience in a related field, such as technical support, help desk, customer service, IT support, or service desk operations; equivalencies are considered.
• Active Secret clearance.
• Proven experience providing Tier I support and troubleshooting in enterprise IT environments.
• Knowledge of incident management, ticket escalation processes, and ITIL service desk best practices.
• Strong customer service skills and ability to communicate effectively with users of varying technical skill levels across multiple channels.
• Excellent problem-solving and documentation skills, and 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 certification such as ITIL Foundation, HDI Customer Service Representative (HDI-CSR), or CompTIA A+.
• Experience with ServiceNow or similar IT Service Management platforms and Automatic Call Distribution systems.
• Knowledge of self-service portals and knowledge management.
• Experience supporting more than 40,000 users in geographically distributed environments.

Responsibilities

• Provide professional Tier I support as the primary contact for customer service events through email, phone, instant message, agent chat, chatbot, and walk-in channels.
• Troubleshoot, diagnose, and resolve incidents and problems to closure in collaboration with internal and external technical support teams.
• Manage ticket escalations and transitions between support tiers, ensuring timely resolution within established Service Level Agreement thresholds.
• Guide users in using self-help and self-service capabilities for standard issues, including password resets, hardware and software requests, and account provisioning.
• Operate the Automatic Call Distribution telemetry system, including its call menu, real-time logging, monitoring, and reporting functions.
• Prepare and distribute operational notices about critical incidents, including scheduled and unscheduled outages, to customers and management.
• Document service events in the Ticket Management System according to established policies and procedures, including logging, documentation, and prioritization.
• Provide empathetic, professional, and technically competent customer service to users with IT-related issues.
• Maintain knowledge base articles and self-service resources to promote user autonomy and reduce recurring ticket volume.
• Resolve complex customer issues and develop troubleshooting approaches and solutions to service delivery problems.

Benefits

• Flexible time off benefit.
• Learning resources and learning and development opportunities.
• Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
• Competitive compensation and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level