Technical Support Analyst (Journeyman)

CACI International•Ashburn, VA

10d•$59,600 - $122,100

About The Position

CACI is seeking a Journeyman Technical Support Analyst for the Global Mission Operations Support (GMOS) contract supporting the Department of State. The role contributes to national security by providing IT support through modernization and maintenance of applications and infrastructure using an integrated IT Service Management approach. The analyst works with technical support teams and other professionals to resolve incidents, improve service delivery, and support a high-performing team. The position requires an active Secret clearance and may involve up to 10% local travel. The position is contingent on funding and may not be filled immediately; applicants may also be considered for other CACI positions. CACI describes a culture centered on integrity, character, and innovation, with autonomy through a flexible time off benefit and access to learning resources. The company also offers competitive compensation, benefits, and learning and development opportunities. The proposed salary range is $59,600–$122,100, with final compensation affected by factors including location, contract labor categories and wage rates, experience, skills, education, and certifications.

Requirements

Bachelor's degree and 4 years of experience in a related field, such as technical support, systems analysis, IT support, incident management, or help desk operations; equivalencies are considered.
Active Secret clearance.
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

Prior 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 (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 through 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/software requests, and account provisioning.
Coordinate ticket escalations and transitions between support tiers to support timely resolution within 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 its call menu functionality, 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, 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 innovative methods and solutions for service delivery problems.