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
* * *
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 ServiceNow 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
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
