Technical Support Analyst (Journeyman)

CACI International Inc; Ashburn (VA); Presencial; USD 60.000 - 122.000; Jornada completa

Descripción de la vacante

CACI International Inc. is seeking a Journeyman Technical Support Analyst to join the GMOS contract in support of the Department of State. The role focuses on delivering IT services through an integrated ITSM approach, guiding a high-performing team to excellence.

Responsibilities include incident management, root cause analysis, self-service enhancements, and cross-team collaboration to meet SLAs and improve service quality. A Secret clearance is required; federal experience is a plus.

Formación

• Bachelor’s degree plus 4 years in technical support, systems analysis, IT support, incident management or help desk operations.
• Active Secret Clearance required.
• Proven experience with incident management, root cause analysis, and troubleshooting for enterprise IT environments.
• Knowledge of ticket escalation, self-service capabilities, and ITSM best practices.
• Strong understanding of change management processes and coordination with multiple technical support teams.
• Excellent communication and customer service skills with ability to prepare operational notices.

Responsabilidades

• Coordinate, troubleshoot, diagnose, and resolve incidents and problems in collaboration with multiple technical teams.
• Manage Incident and Service Request Management and perform root cause analysis.
• Enhance self-service capabilities, including password resets and account provisioning.
• Coordinate ticket escalation and transitions between support tiers to meet SLAs.
• Prepare operational notices for critical incidents and outages.
• Administer and maintain ACD telemetry system for real-time logging and reporting.
• Support Change Management by documenting and tracking change requests.
• Analyze trends to identify systemic issues and propose long-term solutions.
• Collaborate with knowledge management to develop and maintain troubleshooting guides.
• Apply technical expertise to resolve complex challenges and present innovative solutions.

Conocimientos

Incident management

Root cause analysis

Troubleshooting

ITSM

Change management

Customer service

Communication

Educación

Bachelor's degree

Herramientas

ServiceNow

ACD system

Descripción del empleo

Job Title: Technical Support Analyst (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 Technical Support Analyst 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:

• Coordinate, troubleshoot, diagnose, and resolve incidents and problems to closure by collaborating with DT/EA/CST technical support teams and external technical teams
• Manage Incident and Service Request Management by performing initial and advanced root cause analysis for tickets and facilitating analysis efforts across technical teams
• Enhance and maintain self-help/self-service request capabilities enabling users to resolve standard issues independently including password resets, hardware/software requests, and account provisioning
• Coordinate ticket escalation and transitions between support tiers, ensuring timely resolution within established Service Level Agreement (SLA) thresholds
• Prepare and distribute operational notices to inform CA customers and DT/EA/CST management of critical incidents including scheduled and unscheduled outages
• Administer and maintain Automatic Call Distribution (ACD) telemetry system providing call menu functionality, real-time logging, monitoring, and reporting capabilities
• Support Change Management process by documenting and tracking change requests related to IT services, systems, and infrastructure
• Analyze trends in recurring incidents and problems to identify systemic issues and recommend long-term solutions to improve service quality
• Collaborate with knowledge management teams to develop and maintain knowledge base articles and troubleshooting guides for common issues
• Apply technical support expertise to resolve complex technical challenges with latitude in developing innovative methodologies and presenting solutions to service delivery problems

Qualifications :

Required:

• Bachelor’s degree + 4 years of experience in related fields, such as technical support, systems analysis, IT support, incident management, or help desk operations; equivalencies considered.
• Active Secret Clearance
• Proven experience with incident management, root cause analysis, and troubleshooting for enterprise IT environments
• Demonstrated knowledge of ticket escalation processes, self-service capabilities, and IT Service Management best practices
• Strong understanding of change management processes and coordination with multiple technical support teams
• Excellent communication and customer service skills with ability to prepare operational notices and support diverse user communities

Desired:

• Prior experience supporting federal agencies, especially the Department of State
• Professional certifications such as ITIL Foundation, HDI Support Center Analyst (HDI-SCA), or CompTIA A+
• Experience with ServiceNow or similar IT Service Management (ITSM) platforms and Automatic Call Distribution (ACD) systems
• Knowledge of problem management methodologies and experience supporting geographically distributed environments

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 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 – $122,100

CACI 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.