Service Desk Technician (Journeyman)

CACI • Ashburn, VA

11d

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 an opportunity to support national security through IT solutions and to contribute to a program that modernizes and maintains applications and infrastructure using an integrated IT Service Management approach. The technician provides Tier I support as a primary contact for customer service events and works with technical teams to resolve incidents and problems. The position requires an active Secret Clearance and is contingent on funding; it may not be filled immediately. Applicants may also be considered for other positions at CACI.

Requirements

• Bachelor's degree plus 4 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 the ability to communicate effectively with users of varying technical skill levels across multiple channels.
• Strong problem-solving and documentation skills, with the 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 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, high-quality 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 DT/EA/CST technical support teams and external technical 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 to resolve standard issues, including password resets, hardware and software requests, and account provisioning.
• Operate the Automatic Call Distribution (ACD) telemetry system, including call menu functionality, real-time logging, monitoring, and reporting.
• Prepare and distribute operational notices about critical incidents, including scheduled and unscheduled outages, to CA customers and DT/EA/CST management.
• Document service events according to established policies and procedures using the Ticket Management System for 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 support user autonomy and reduce recurring ticket volume.
• Resolve complex customer issues using technical support expertise, developing troubleshooting methods and presenting 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 options designed to support and protect employees and their families.

What This Job Offers

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