Service Desk Technician (Journeyman)

CACI; Ashburn (VA); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Incident management

Troubleshooting

Documentation

Multi-channel support

Educación

Bachelor's degree + 4 years experience

Herramientas

ServiceNow

ACD system

Ticketing system

Descripción del empleo

Job Title: Service Desk Technician (Journeyman)

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage 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-in
• Troubleshoot, diagnose, and resolve incidents and problems to closure by collaborating with DT/EA/CST technical support teams and external technical teams
• Manage ticket escalation and transitions between support tiers, ensuring timely resolution within established Service Level Agreement (SLA) thresholds
• Utilize self-help/self-service capabilities to guide users in resolving standard issues independently including password resets, hardware/software requests, and account provisioning
• Operate Automatic Call Distribution (ACD) telemetry system providing call menu functionality, real-time logging, monitoring, and reporting capabilities
• Prepare and distribute operational notices to inform CA customers and DT/EA/CST management of critical incidents including scheduled and unscheduled outages
• Document service events following established policies and procedures, utilizing the Ticket Management System for logging, documentation, and prioritization
• Provide excellent customer service by demonstrating empathy, professionalism, and technical competence when assisting users with IT-related issues
• Maintain knowledge base articles and self-service resources to enable user autonomy and reduce recurring ticket volume
• Apply technical support expertise to resolve complex customer issues with latitude in developing innovative troubleshooting methodologies and presenting solutions to service delivery problems

Qualifications

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 Clearance
• 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 practicesStrong customer service skills with ability to communicate effectively with users of varying technical skill levels across multiple channels
• Excellent problem-solving and documentation skills with ability to work in a fast-paced, multi-channel support environment

Desired:

• Prior experience supporting federal agencies, especially the Department of State
• Professional 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) systems
• Knowledge of self-service portals, knowledge management, and experience supporting 40,000+ users in geographically distributed environments

Additional Information

This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

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 ex