Technical Support Analyst (Journeyman)

CACI • Washington, DC

2d • $59,600 - $122,100

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 to support national security and contributes to modernizing and maintaining applications and infrastructure through an integrated IT Service Management approach. The analyst works with technical support teams and customers to resolve incidents and service requests, improve service delivery, and support a program of national importance. The position requires an active Secret security clearance and may involve up to 10% local travel. It is contingent on funding and may not be filled immediately.

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.
• Strong 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 certification such as ITIL Foundation, HDI Support Center Analyst (HDI-SCA), or CompTIA A+.
• Experience with ServiceNow or similar IT Service Management (ITSM) platforms and Automatic Call Distribution (ACD) systems.
• Knowledge of problem management methodologies and experience supporting geographically distributed environments.

Responsibilities

• Coordinate, troubleshoot, diagnose, and resolve incidents and problems to closure in collaboration with DT/EA/CST technical support teams and external technical teams.
• Manage incident and service request processes, 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, including password resets, hardware and software requests, and account provisioning.
• Coordinate ticket escalations 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 menus, real-time logging, monitoring, and reporting.
• Support the Change Management process by documenting and tracking change requests related to IT services, systems, and infrastructure.
• Analyze recurring incident and problem trends, identify systemic issues, and recommend long-term solutions to improve service quality.
• Collaborate with knowledge management teams to develop and maintain knowledge base articles and troubleshooting guides.
• Resolve complex technical challenges and develop and present innovative approaches 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.

What This Job Offers

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