Service Desk Technician; Journeyman

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 practices

Strong 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 Service Now 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-What You Can Expect: A culture of integrity.

At CACI, we place character and…