Service Desk Technician

About the role

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 management, and experience supporting 40,000+ users in geographically distributed environments

Senior Service Desk Technician

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)
• 5+ years of relevant service desk experience
• 2+ years of team lead or supervisory experience
• Proven experience providing enterprise-level service desk support and coordinating root cause analysis for critical incidents
• Demonstrated expertise in Ticket Management Systems, problem management, and ITIL service desk practices
• Strong knowledge of notification procedures, change management processes, and Daily Status Review (DSR) coordination with government stakeholders
• Excellent leadership abilities with proven experience planning and leading service desk operations, functioning as a subject matter expert, and supervising technical support teams

Desired:

• Prior experience supporting federal agencies, particularly 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 management, and experience supporting 40,000+ users in geographically distributed environments

Service Desk Technician – Subject Matter Expert (SME)

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)
• 7+ years of service desk/technical support experience
• 3-5 years of experience in a lead or supervisory capacity
• Proven experience directing 24/7/365 service desk operations and providing strategic leadership for enterprise IT support serving thousands of users
• Demonstrated expertise in Ticket Management Systems, Total Ticket Ownership (TTO), notification procedures, and ITIL service desk frameworks
• Strong leadership abilities with proven experience directing technical teams, managing program budgets, and making strategic staffing and resource allocation decisions
• Excellent stakeholder management skills with ability to conduct Daily Status Reviews (DSRs) with senior government leadership and influence service delivery strategies

Desired:

• Prior experience supporting federal agencies, especially the Department of State -Professional certifications such as ITIL  5 Foundation Certification, HDI Support Center Lead Team Lead, or CompTIA A+ Instructor
• Experience with ServiceNow administration, ACD system architecture, and service desk automation solutions

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.

What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

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:

$70,800 - $148,600

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.