Technical Support Analyst (Journeyman)

CACI • Ashburn, VA

9d

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 supports national security through IT solutions and contributes to modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. The analyst works with technical support teams and other stakeholders to provide high-quality service and resolve incidents and service requests. 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 CACI positions.

Requirements

• Bachelor's degree and 4 years of experience in related fields, or considered equivalencies.
• 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 to closure with internal and external technical support teams.
• Manage incident and service request activities, 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 escalations and transitions between support tiers to support resolution within established SLA thresholds.
• Prepare and distribute operational notices to customers and management about critical incidents and scheduled or unscheduled outages.
• Administer and maintain the Automatic Call Distribution (ACD) telemetry system, including call menus, 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, 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 support challenges and develop and present solutions to service delivery problems.

Benefits

• Flexible time off benefit.
• Learning resources and learning and development opportunities.
• Healthcare benefits.
• Wellness benefits.
• Financial benefits.
• Retirement benefits.
• Family support benefits.
• Continuing education benefits.
• 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