Service Desk Technician (Journeyman)

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Описание

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 * * * The Opportunity: CACI is seeking a Journeyman Service Desk Technician for the 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. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to 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. 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 issu

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