Technical Support Analyst (Journeyman)

CACI • Washington, DC

2d

About The Position

CACI is building a team of Technical Support Analysts for the upcoming Global Mission Operations Support (GMOS) contract supporting the Department of State. The role provides advanced IT solutions in support of national security. The team will modernize and maintain applications and infrastructure using an integrated IT Service Management approach. The position is contingent on funding and may not be filled immediately; applicants may also be considered for other CACI positions.

Requirements

• Active Secret security clearance.
• Bachelor's degree or an equivalent combination of education and experience.
• At least 4 years of relevant experience in areas such as technical support, systems analysis, IT support, incident management, or help desk operations.
• Experience with incident management, root cause analysis, and troubleshooting in enterprise IT environments.
• Knowledge of ticket escalation processes, self-service capabilities, and IT Service Management best practices.
• Understanding of change management processes and coordination with multiple technical support teams.
• Excellent communication and customer service skills, including the ability to prepare operational notices and support diverse user communities.

Nice To Haves

• Experience supporting federal agencies, especially the Department of State.
• Professional certifications such as ITIL Foundation, HDI Support Center Analyst (HDI-SCA), or CompTIA A+.
• Experience with ServiceNow or similar IT Service Management platforms and Automatic Call Distribution systems.
• Knowledge of problem management methodologies and experience supporting geographically distributed environments.

Responsibilities

• Coordinate, troubleshoot, diagnose, and resolve incidents and problems through collaboration with DT/EA/CST technical support teams and external technical teams.
• Manage incident and service request workflows, perform initial and advanced root cause analysis, and facilitate analysis across technical teams.
• Enhance and maintain self-help and self-service request capabilities for standard issues such as password resets, hardware and software requests, and account provisioning.
• Coordinate ticket escalation and transitions between support tiers to support timely resolution within established SLA thresholds.
• Prepare and distribute operational notices about critical incidents and scheduled or unscheduled outages to CA customers and DT/EA/CST management.
• Administer and maintain the Automatic Call Distribution (ACD) telemetry system, including call menu functionality, real-time logging, monitoring, and reporting.
• Support change management by documenting and tracking change requests related to IT services, systems, and infrastructure.
• Analyze recurring incident and problem trends to identify systemic issues and recommend long-term service quality improvements.
• Collaborate with knowledge management teams to develop and maintain knowledge base articles and troubleshooting guides.
• Resolve complex technical challenges and develop and present solutions to service delivery problems.

Benefits

• Flexible time off.
• 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