Service Desk Technician (Journeyman)

CACI is seeking a Journeyman Service Desk Technician for the GMOS contract supporting the Department of State in Ashburn, VA (onsite).

Responsibilities

• Deliver Tier I service desk support as the primary point of contact for customer service events
• Support users through multiple channels: email, phone, instant message, agent chat, chatbot, and walk-in
• Troubleshoot, diagnose, and resolve incidents and problems to closure by coordinating with DT/EA/CST technical support teams and external technical teams
• Manage ticket escalation and transitions between support tiers, ensuring resolutions remain within established Service Level Agreement (SLA) thresholds
• Use self-help/self-service capabilities to assist users with standard requests, including password resets, hardware/software requests, and account provisioning
• Operate Automatic Call Distribution (ACD) telemetry tools, including call menu functionality, real-time logging, monitoring, and reporting
• Prepare and distribute operational notices to CA customers and DT/EA/CST management regarding critical incidents, including scheduled and unscheduled outages
• Document service events using the Ticket Management System for logging, documentation, and prioritization
• Provide customer service using empathy and professionalism while demonstrating technical competence in resolving IT-related issues
• Maintain knowledge base articles and self-service resources to improve user autonomy and reduce recurring ticket volume
• Apply support expertise with latitude to develop innovative troubleshooting approaches and present solutions to service delivery problems

Requirements

• 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 required to start
• Proven experience providing Tier I support and troubleshooting for enterprise IT environments
• Working knowledge of incident management, ticket escalation processes, and ITIL service desk best practices
• Strong customer service skills, including effective communication with users across varying technical skill levels and multiple channels
• Excellent problem-solving and documentation skills in a fast-paced, multi-channel support environment

Technologies

• ITIL
• ServiceNow
• ITSM
• Automatic Call Distribution (ACD)

Preferred

• 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 ServiceNow or similar ITSM platforms and ACD systems
• Knowledge of self-service portals and knowledge management; experience supporting 40,000+ users in geographically distributed environments

Benefits

• Healthcare
• Wellness
• Financial
• Retirement
• Family support
• Continuing education
• Time off benefits
• Flexible time off benefit
• Robust learning resources
• Competitive compensation, benefits, and learning and development opportunities

• Location: Ashburn, VA (onsite)
• Salary Range: USD 59,600 - 122,100 per year
• Time Type: Full time
• Employee Type: Regular
• Minimum Clearance Required to Start: Secret
• Travel: Up to 10% (Local)

Salary note: The proposed salary range for this position is $59,600 - $122,100.