Journeyman Service Desk Tech - Secret Clearance

CACI International Inc; Ashburn (VA); On-site; USD 60,000 - 122,000; Full time

Job summary

CA CI International Inc. seeks a Journeyman Service Desk Technician to deliver Tier I IT support for the GMOS contract supporting the Department of State. The role emphasizes incident management, knowledge sharing, and customer-centric service in a fast-paced, multi-channel environment.

Active Secret Clearance is required, with up to 10% travel. The team will modernize applications and infrastructure using ITSM practices, impacting national security through reliable service delivery.

Qualifications

• Bachelor's degree plus 4+ years in technical support, help desk, or IT operations.
• Active Secret Clearance required.
• Experience providing Tier I support in enterprise IT environments.
• Knowledge of incident management and ITIL-based service desk processes.
• Strong communication and documentation skills across multiple channels.

Responsibilities

• Provide professional Tier I support via email, phone, chat, and walk-ins.
• Troubleshoot and resolve incidents, collaborating with DT/EA/CST teams.
• Manage ticket escalation and Tier transitions within SLA.
• Promote self-service options and user empowerment for common issues.
• Operate ACD telemetry for call routing, logging, and monitoring.
• Distribute operational notices for outages and incidents.
• Document events using the Ticket Management System.
• Maintain knowledge bases and update self-service resources.
• Apply technical support expertise to complex issues and innovative workarounds.
• Support 40,000+ users across geographically distributed environments.

Skills

Tier I support

Incident management

ITIL practices

Customer service

Communication

Documentation

Troubleshooting

Education

Bachelor's degree

Tools

ServiceNow

ACD systems

ITSM platforms

Job description

CA CI International Inc. seeks a Journeyman Service Desk Technician to deliver Tier I IT support for the GMOS contract supporting the Department of State. The role emphasizes incident management, knowledge sharing, and customer-centric service in a fast-paced, multi-channel environment.

Active Secret Clearance is required, with up to 10% travel. The team will modernize applications and infrastructure using ITSM practices, impacting national security through reliable service delivery.