Service Desk Technician at CACI in Ashburn, VA

Job description

Job Title: Service Desk Technician 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 * * * The Opportunity: CACI is building a team of experienced Service Desk Technicians for the upcoming 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. As a Service Desk Technician, you will collaborate with experienced professionals in an innovative environment, on a high-performing team focused on delivering top-tier support. The GMOS contract will 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. We are hiring senior- and mid-level Service Desk Technicians, as well as Subject Matter Experts for this program. Qualified applicants will be hired at a level based on relevant knowledge and experience. 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: Mid-level (Journeyman) Required: Active Secret security clearance Bachelor's degree in relevant field of study (comparable combination of experience and education may be considered in lieu of degree) 4+ years of applicable experience (i.e. technical support, help desk, customer service, IT support, or service desk operations) Proven experience and success in 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 and/or Consular Affairs 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 mana