Secret-Cleared ITSM & Incident Tech Support Analyst

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

Job summary

CACI International Inc in Ashburn, VA is seeking a Journeyman Technical Support Analyst to join the GMOS contract supporting the Department of State. You will coordinate incidents, perform root-cause analysis, and guide a team to deliver IT services using ITIL-aligned processes.

The role emphasizes self-service, change management, knowledge base development, and collaboration with multiple technical teams to improve service delivery in a security-conscious federal environment.

Qualifications

• Bachelor's degree + 4 years of related experience; equivalencies considered.
• Active Secret Clearance.
• Experience with incident management, RCA, and troubleshooting in enterprise IT.
• Knowledge of ticket escalation, self-service, and ITSM best practices.
• Strong change management coordination across multiple technical teams.
• Excellent communication and customer service skills.

Responsibilities

• Coordinate, troubleshoot, diagnose, and resolve incidents with DT/EA/CST teams.
• Manage Incident/Service Request management and perform root cause analysis.
• Enhance self-service capabilities for password resets and provisioning.
• Coordinate escalation and transitions between support tiers within SLA.
• Prepare operational notices for critical incidents and outages.
• Administer ACD telemetry system for real-time logging and reporting.
• Support Change Management and track change requests.
• Analyze recurring incidents to identify systemic issues and solutions.
• Develop knowledge base articles and troubleshooting guides.

Skills

Incident management

Root cause analysis

Troubleshooting

Customer service

Communication

Education

Bachelor's degree

ITIL Foundation

HDI-SCA

CompTIA A+

Tools

ServiceNow

ACD systems

Job description

CACI International Inc in Ashburn, VA is seeking a Journeyman Technical Support Analyst to join the GMOS contract supporting the Department of State. You will coordinate incidents, perform root-cause analysis, and guide a team to deliver IT services using ITIL-aligned processes.

The role emphasizes self-service, change management, knowledge base development, and collaboration with multiple technical teams to improve service delivery in a security-conscious federal environment.