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
* * *
Responsibilities:
- 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
Qualifications:
Required:
- 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
Desired:
- 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 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 positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.
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
