Secret-Cleared IT Service Desk Pro

CACI; Ashburn (VA); On-site; USD 65,000 - 90,000; Full time

Job summary

CACI seeks a Journeyman Service Desk Technician to provide Tier I IT support for a government-focused program. You will serve as the primary contact across multiple channels, troubleshoot incidents, and escalate as needed within SLA guidelines.

You will work with ServiceNow and an ACD-enabled environment, contributing to knowledge base updates and process improvements to improve user experience and case resolution times.

Qualifications

• Bachelor's degree + 4 years of experience in related fields such as technical support or service desk operations.
• Active Secret Clearance is required to start.
• Proven experience providing Tier I support and troubleshooting for enterprise IT environments.
• Demonstrated knowledge of incident management, ticket escalation processes, and ITIL service desk best practices.

Responsibilities

• Provide professional Tier I support as the primary contact via email, phone, chat, and in-person channels.
• Troubleshoot, diagnose, and resolve incidents with DT/EA/CST teams and external technical staff.
• Manage ticket escalation and transitions between support tiers within SLA thresholds.
• Guide users using self-help resources for standard issues including password resets and account provisioning.
• Operate ACD telemetry system for call routing, logging, and reporting.
• Prepare operational notices for outages and incidents for CA customers and management.
• Document service events in the ticketing system per policy.
• Deliver empathetic, professional customer service while resolving IT issues.
• Maintain and update knowledge base and self-service resources to reduce ticket volume.
• Apply technical expertise to resolve complex issues with innovative troubleshooting.

Skills

Customer service

Incident management

Troubleshooting

Documentation

Multi-channel support

Education

Bachelor's degree + 4 years experience

Tools

ServiceNow

ACD system

Ticketing system

Job description

CACI seeks a Journeyman Service Desk Technician to provide Tier I IT support for a government-focused program. You will serve as the primary contact across multiple channels, troubleshoot incidents, and escalate as needed within SLA guidelines.

You will work with ServiceNow and an ACD-enabled environment, contributing to knowledge base updates and process improvements to improve user experience and case resolution times.