Technical Support Jobs

About The Position

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.