Service Desk Technician (Journeyman)

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

Job Title: Service Desk Technician (Journeyman)Job Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: SecretEmployee Type: RegularPercentage of Travel Required: Up to 10%Type of Travel: Local* * *The Opportunity:CACI is seeking a Journeyman Service Desk Technician for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.Responsibilities:Provide professional, high-quality Tier I support serving as the primary contact for customer service events via multiple channels including email, phone, instant message, agent chat, chatbot, and walk-inTroubleshoot, diagnose, and resolve incidents and problems to closure by collaborating with DT/EA/CST technical support teams and external technical teamsManage ticket escalation and transitions between support tiers, ensuring timely resolution within established Service Level Agreement (SLA) thresholdsUtilize self-help/self-service capabilities to guide users in resolving standard issues independently including password resets, hardware/software requests, and account provisioningOperate Automatic Call Distribution (ACD) telemetry system providing call menu functionality, real-time logging, monitoring, and reporting capabilitiesPrepare and distribute operational notices to inform CA customers and DT/EA/CST management of critical incidents including scheduled and unscheduled outagesDocument service events following established policies and procedures, utilizing the Ticket Management System for logging, documentation, and prioritizationProvide excellent customer service by demonstrating empathy, professionalism, and technical competence when assisting users with IT-related issuesMaintain knowledge base articles and self-service resources to enable user autonomy and reduce recurring ticket volumeApply technical support expertise to resolve complex customer issues with latitude in developing innovative troubleshooting methodologies and presenting solutions to service delivery problemsQualifications:Required –Bachelor's degree + 4 years of experience in related fields, such as technical support, help desk, customer service, IT support, or service desk operations; equivalencies considered.Active Secret ClearanceProven experience providing Tier I support and troubleshooting for enterprise IT environmentsDemonstrated knowledge of incident management, ticket escalation processes, and ITIL service desk best practicesStrong customer service skills with ability to communicate effectively with users of varying technical skill levels across multiple channelsExcellent problem-solving and documentation skills with ability to work in a fast-paced, multi-channel support environmentDesired –Prior experience supporting federal agencies, especially the Department of StateProfessional certifications such as ITIL Foundation, HDI Customer Service Representative (HDI-CSR), or CompTIA A+Experience with ServiceNow or similar IT Service Management (ITSM) platforms and Automatic Call Distribution (ACD) systemsKnowledge of self-service portals, knowledge management, and experience supporting 40,000+ users in geographically distributed environments-What You Can Expect: A culture of integrity.At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.An environment of trust.CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.A focus on continuous growth.Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.Pay Range :There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.The proposed salary range for this position is:$59,600 - $122,100CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.