Journeyman IT Support Analyst - Incident & ITSM Pro

CACI; Ashburn (VA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible time off

Learning resources

Career growth

Job summary

CACI is hiring a Journeyman Technical Support Analyst in Ashburn, VA, to support the GMOS contract for the Department of State. You will coordinate cross-team incident handling, drive root-cause analysis, and enhance self-service capabilities. The role prioritizes SLA-driven resolution and knowledge-base development to improve service quality.

The position requires a Bachelor’s degree with 4+ years of related experience and an active Secret Clearance. Local travel up to 10% may be required.

Qualifications

• Bachelor's degree + 4 years in related IT/support fields.
• Active Secret Clearance.
• Experience with incident management and troubleshooting in enterprise IT environments.
• Knowledge of ITIL/ITSM processes and ticket escalation.
• Strong communication and customer service skills.

Responsibilities

• Coordinate and resolve incidents with multiple technical teams.
• Perform root cause analysis for tickets and drive improvements.
• Enable self-service capabilities like password resets and access provisioning.
• Manage ticket escalation and SLA adherence across tiers.
• Distribute operational notices for outages and changes.
• Maintain ACD telemetry systems for real-time call data.
• Support change management and track change requests.
• Identify recurring issues and propose long-term solutions.
• Develop knowledge base articles for common problems.
• Apply technical expertise to complex challenges and propose innovative solutions.

Skills

Incident management

Root cause analysis

IT Service Management (ITSM)

Ticket escalation

Communication

Education

Bachelor's degree

Tools

ServiceNow

ACD systems

Job description

CACI is hiring a Journeyman Technical Support Analyst in Ashburn, VA, to support the GMOS contract for the Department of State. You will coordinate cross-team incident handling, drive root-cause analysis, and enhance self-service capabilities. The role prioritizes SLA-driven resolution and knowledge-base development to improve service quality.

The position requires a Bachelor’s degree with 4+ years of related experience and an active Secret Clearance. Local travel up to 10% may be required.