Technical Support Analyst (Journeyman)

CACI is hiring a Journeyman Technical Support Analyst to support the Global Mission Operations Support (GMOS) contract for the Department of State in Ashburn, VA (onsite). This full-time role combines hands-on incident resolution, process ownership, and service improvements across enterprise IT support, with opportunities to strengthen self-service capabilities and knowledge resources. You will work within a mission-focused environment supporting users through structured IT service management.

Compensation: USD 59,600 - 122,100 per year.

Clearance and travel: Active Secret clearance required to start. Up to 10% local travel.

What you will do

• Coordinate, troubleshoot, diagnose, and resolve IT incidents and problems to closure by collaborating with DT/EA/CST technical support teams and external technical teams.
• Manage Incident and Service Request workflows, performing initial and advanced root cause analysis and facilitating analysis across technical teams.
• Improve self-help and self-service options so users can resolve standard issues independently, including password resets, hardware/software requests, and account provisioning.
• Coordinate ticket escalation and transitions between support tiers to support timely resolution aligned with established Service Level Agreement (SLA) thresholds.
• Prepare and distribute operational notices to CA customers and DT/EA/CST management for critical incidents, including scheduled and unscheduled outages.
• Administer and maintain Automatic Call Distribution (ACD) telemetry for call menu functionality, real-time logging, monitoring, and reporting.
• Support Change Management by documenting and tracking change requests affecting IT services, systems, and infrastructure.
• Analyze trends in recurring incidents and problems to identify systemic issues and recommend longer-term solutions that improve service quality.
• Collaborate with knowledge management teams to develop and maintain knowledge base articles and troubleshooting guides for common issues.
• Use technical support expertise to address complex issues, applying latitude to develop innovative methodologies and present solutions to service delivery problems.

What you bring

• Bachelor’s degree and 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 enterprise IT troubleshooting.
• Demonstrated knowledge of ticket escalation processes, self-service capabilities, and IT Service Management (ITSM) best practices.
• Strong understanding of change management processes and coordination across multiple technical support teams.
• Excellent communication and customer service skills, including the ability to prepare operational notices and support diverse user communities.

Technologies

• ServiceNow
• IT Service Management (ITSM)
• Automatic Call Distribution (ACD) systems

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

Job category: Information Technology
Time type: Full time
Employee type: Regular
Minimum clearance required to start: Secret

Preferred

• 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 ITSM platforms and ACD systems.
• Knowledge of problem management methodologies and experience supporting geographically distributed environments.