Technical Support Analyst (Journeyman)

CACI International Inc; Washington (District of Columbia); On-site; USD 60,000 - 122,000; Full time

Job summary

CACI International Inc. is seeking a Technical Support Analyst (Journeyman) to join the GMOS contract supporting the Department of State.

The role focuses on delivering advanced IT solutions and guiding a high-performing team to resolve incidents and improve service delivery. The position requires an active Secret clearance, a bachelor’s degree or equivalent, and 4+ years in IT support, incident management, or help desk operations.

Qualifications

• Active Secret security clearance.
• Bachelor's degree or equivalent experience.
• 4+ years of relevant experience.
• Proven experience with incident management and troubleshooting.
• Knowledge of ticket escalation processes and IT Service Management best practices.
• Strong change management understanding and cross-team coordination.
• Excellent communication and customer service skills.

Responsibilities

• Coordinate, troubleshoot, diagnose, and resolve incidents with multiple teams.
• Manage incident and service request management; perform root cause analyses.
• Enhance self-service capabilities for password resets and provisioning.
• Coordinate escalation and transitions between support tiers within SLA.
• Prepare operational notices for outages to customers and management.
• Maintain ACD telemetry system for call logging and reporting.
• Support Change Management by tracking change requests.
• Analyze trends to identify systemic issues and suggest improvements.
• Collaborate on knowledge base articles and troubleshooting guides.
• Apply technical expertise to resolve complex challenges.

Skills

Incident management

Root cause analysis

Troubleshooting

ITSM

Communication

Customer service

Education

Bachelor's degree or equivalent combination of education and experience

Tools

ServiceNow

ACD systems

Ticketing systems

ITSM platforms

Job description

Job Title: Technical Support Analyst (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 building a team of Technical Support Analysts to join the upcoming Global Mission Operations Support (GMOS) contract, supporting the Department of State. The Technical Support Analyst role offers a unique opportunity to enhance national security through providing advanced IT solutions. In this role 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:

• Active Secret security clearance
• Bachelor's degree or equivalent combination of education and experience
• 4+ years of relevant experience (i.e. technical support, systems analysis, IT support, incident management, help desk operations, etc.)
• 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.

CACT 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.