Journeyman Technical Support Analyst – ITSM Expert

CACI International Inc; Ashburn (VA); In loco; USD 60.000 - 122.000; Tempo pieno

Descrizione del lavoro

CACI International Inc. is seeking a Journeyman Technical Support Analyst in Ashburn, VA for the GMOS contract supporting the Department of State.

The role focuses on incident management, root cause analysis, and ITSM to deliver reliable IT services and national security outcomes. You will coordinate with multi-team groups, contribute to knowledge base development, and assist in managing change and self-service capabilities within defined SLAs.

Competenze

• Bachelor's degree + 4 years of related experience (technical support, IT, incident management, or help desk) or equivalencies.
• Active Secret Clearance.
• Proven experience with incident management, root cause analysis, and troubleshooting for enterprise IT environments.
• Knowledge of ticket escalation processes, self-service capabilities, and ITSM best practices.
• Strong understanding of change management and coordination with multiple technical support teams.
• Excellent communication and customer service skills.

Mansioni

• Coordinate, troubleshoot, diagnose, and resolve incidents and problems to closure with multiple teams.
• Manage Incident and Service Request Management with root cause analysis and cross-team coordination.
• Enhance self-service capabilities including password resets and account provisioning.
• Coordinate ticket escalation and transitions between support tiers within SLA.
• Prepare and distribute operational notices for outages.
• Administer ACD telemetry system for call logging, monitoring, and reporting.
• Support Change Management by documenting and tracking change requests.
• Analyze trends in recurring incidents to identify systemic issues and propose long-term solutions.
• Collaborate with knowledge management to develop and maintain knowledge base articles.

Conoscenze

Incident management

Root cause analysis

Troubleshooting

ITSM tools

Communication skills

Change management

Customer service

ServiceNow

ACD systems

Formazione

Bachelor's degree

Strumenti

ServiceNow

ACD system

Descrizione del lavoro

CACI International Inc. is seeking a Journeyman Technical Support Analyst in Ashburn, VA for the GMOS contract supporting the Department of State.

The role focuses on incident management, root cause analysis, and ITSM to deliver reliable IT services and national security outcomes. You will coordinate with multi-team groups, contribute to knowledge base development, and assist in managing change and self-service capabilities within defined SLAs.