Service Desk Operator, Journeyman

Service Desk Operator, Journeyman

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: Local

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The Opportunity:

CACI is seeking an experienced and highly skilled Journeyman Service Desk Operators to join our team to support our customer, U.S. Southern Command (USSOUTHCOM), in Doral, Florida. This position is contingent upon award. 

Journeyman Service Desk Operators maintain Service Desk Operations and oversee 24/7 real-time IT support, incident management, and critical IT service continuity. They coordinate response efforts, provide situational awareness to leadership, and manage operational workflows to enhance user experience and IT service delivery while ensuring efficient resolution of IT issues and maintaining system Confidentiality, Integrity, and Availability (CIA). This role will play a crucial part in ensuring total visibility of all IT support activities and changes across USSOUTHCOM Cyber Information Technology Enterprise Services 2 (SCITES 2).  

Responsibilities:

• Respond to and resolve user inquiries via multiple channels (phone, email, chat, walk-in), including first-call resolutions, password resets, and account management 

• Log, track, and manage support requests using ticketing systems, escalating complex issues to appropriate IT teams when necessary 

• Troubleshoot basic hardware, software, and network issues, applying fundamental IT concepts and practices 

• Contribute to the maintenance of the IT knowledge base and provide basic guidance on IT policies and procedures to end-users 

• Support USSOUTHCOM Enterprise Service Desk (ESD) services 24/7/365, including incident management, routing, and escalation of high-volume requests 

• Manage walk-in services, including CAC actions, user account management, and laptop checkouts, applying practical experience and training to technical assignments 

• Assist with Public Key Infrastructure (PKI)/Local Registration Authority (LRA)/token services 

• Provide tuning recommendations for IT ticketing based on performance, risks, and stakeholder needs 

Qualifications:
Required: 

• US Citizen with an active Secret security clearance 

• Bachelor's degree (BS) in Information Technology, Cybersecurity, Computer Science, Business Administration, Project Management, or a related field

• 5+ years of related work experience is preferred, with a strong emphasis on managing IT or cybersecurity projects. 

• Experience working within DoD or Federal government environments and familiarity with DoD project management practices, cybersecurity policies, and RMF is highly desirable. 

• ITIL v4 Foundation certification (KSAT 1133) 

• Solid understanding of computer networking concepts, cybersecurity principles, and risk management processes (KSAT 22, 1158, 108). 

• Ability to function as a technical expert across multiple project assignments 

• Excellent verbal and written communication abilities with good problem-solving and analytical skills 

• Successfully work in a fast-paced environment, manage multiple tasks, and willingness to learn and adapt to new technologies 

• Strong analytical and problem-solving skills with Proven experience managing projects through the full lifecycle