Journeyman Service Desk Technician - Tier I

CACI International Inc

Ashburn (VA)

In loco

USD 60.000 - 122.000

Tempo pieno

9 giorni fa

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Descrizione del lavoro

CACI International Inc is seeking a Journeyman Service Desk Technician to support the GMOS contract for the Department of State. You will provide Tier I assistance across multiple channels, diagnose incidents, and coordinate with technical teams to drive timely resolutions.

The role emphasizes excellent customer service, documentation, and knowledge-base maintenance in a fast-paced, mission-critical environment. A Secret clearance is required.

Competenze

Bachelor's degree + 4 years of related experience or equivalencies.
Active Secret Clearance.
Experience providing Tier I support in enterprise IT environments.
Knowledge of incident management and ITIL best practices.

Mansioni

Provide Tier I support as primary contact via email, phone, chat and in-person.
Troubleshoot and resolve incidents with DT/EA/CST teams and external partners.
Manage ticket escalations and SLA-based resolutions.
Use self-service to guide users in password resets and access requests.
Document events in the ticket system and update KB resources.

Conoscenze

Tier I support

ITIL

Customer service

Incident management

Troubleshooting

Multi-channel support

Formazione

Bachelor's degree

Strumenti

ServiceNow

ACD

ITSM

Descrizione del lavoro

The role emphasizes excellent customer service, documentation, and knowledge-base maintenance in a fast-paced, mission-critical environment. A Secret clearance is required.

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