Technical Support Analyst (Journeyman)

CACI; Ashburn (VA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible time off

Learning resources

Career growth

Job summary

CACI is hiring a Journeyman Technical Support Analyst in Ashburn, VA, to support the GMOS contract for the Department of State. You will coordinate cross-team incident handling, drive root-cause analysis, and enhance self-service capabilities. The role prioritizes SLA-driven resolution and knowledge-base development to improve service quality.

The position requires a Bachelor’s degree with 4+ years of related experience and an active Secret Clearance. Local travel up to 10% may be required.

Qualifications

• Bachelor's degree + 4 years in related IT/support fields.
• Active Secret Clearance.
• Experience with incident management and troubleshooting in enterprise IT environments.
• Knowledge of ITIL/ITSM processes and ticket escalation.
• Strong communication and customer service skills.

Responsibilities

• Coordinate and resolve incidents with multiple technical teams.
• Perform root cause analysis for tickets and drive improvements.
• Enable self-service capabilities like password resets and access provisioning.
• Manage ticket escalation and SLA adherence across tiers.
• Distribute operational notices for outages and changes.
• Maintain ACD telemetry systems for real-time call data.
• Support change management and track change requests.
• Identify recurring issues and propose long-term solutions.
• Develop knowledge base articles for common problems.
• Apply technical expertise to complex challenges and propose innovative solutions.

Skills

Incident management

Root cause analysis

IT Service Management (ITSM)

Ticket escalation

Communication

Education

Bachelor's degree

Tools

ServiceNow

ACD systems

Job description

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
• Strongunderstandingofchangemanagementprocessesandcoordinationwithmultipletechnicalsupportteams
• Excellent communicationandcustomer service skills with abilitytoprepare operational noticesandsupport diverseusercommunities

Desired:

• Priorexperiencesupportingfederalagencies,especiallytheDepartmentofState
• ProfessionalcertificationssuchasITILFoundation, HDISupportCenterAnalyst (HDI-SCA), orCompTIAA+
• ExperiencewithServiceNoworsimilar IT Service Management (ITSM) platformsandAutomaticCallDistribution (ACD) systems
• Knowledgeofproblemmanagementmethodologiesandexperiencesupporting geographically distributed environments

This position is contingent on funding and may not be filled immediately. However, this position is representativeof positions within CACI thatare consistentlyavailable. Individualswho applymayalso be considered forotherpositions atCACI.

What You Can Expect:

• A culture of integrity.
• AtCACI,weplacecharacterandinnovationat the center of everything we do. Asavaluedteammember,you’llbepartofahigh-performing group dedicated to our customer's missions and drivenbya higherpurpose - toensurethe safety ofour nation.
• Anenvironmentoftrust.
• CACIvaluesthe uniquecontributionsthatevery employee brings toourcompany andourcustomers - everyday.You'llhavethe autonomy to takethe timeyouneed through a uniqueflexible time off benefit and haveaccessto robust learning resources tomakeyour ambitions a reality.
• Afocuson continuousgrowth.
• Togetherwewilladvanceour nation’s most critical missions, buildonour lengthy trackrecordofbusinesssuccessandfindopportunitiesto breaknewground -in your careerandinour 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 a