Technical Support Analyst; Journeyman

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

* * *

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.

• 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

• 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

• 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 Service Now 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…