Service Center Frontline Account Manager

About the role

CACI is seeking a Frontline Account Manager in Denver to serve as the first point of contact for a large, mission-critical government organization operating in a 24x7 environment. The role combines Service Desk Technician and Mission IT Operator duties, providing Tier 1 support by phone, email and walk-up channels, incident triage, ticket creation and initial troubleshooting, while supporting system and network stability.

Key responsibilities

• Provide first-level technical support in a 24x7 service center and handle inbound incidents and service requests.
• Create and manage support tickets in a web-based ITSM/CRM platform and troubleshoot with end users.
• Triage and resolve common incidents, escalating complex or critical issues to Tier 2 teams.
• Analyze and fix issues with end-user systems, servers, storage, network connectivity and security controls.
• Perform system administration tasks, maintain configuration documentation, and restart services and hardware as needed.
• Monitor system performance and alerts, and contribute to after-action reviews.
• Interface daily with internal stakeholders, government personnel and international partners, and alert management to recurring issues.
• Document solutions, update knowledge bases and recommend proactive mitigation strategies.
• Maintain privileged access across systems in line with compliance and security standards, and support new infrastructure deployments.

Required profile

• Active TS/SCI clearance with polygraph is mandatory.
• Current DoD 8570 IAT Level II certification (e.g., Security+).
• Associate degree in a related technical field or 3-5 years of equivalent hands-on experience.
• At least 3 years of experience in help desk, IT service desk or systems administration.
• Ability to work shift-based schedules including nights, weekends, holidays and 12-hour shifts.
• Demonstrated customer service and ability to handle pressure and multitask.

Required skills

• Microsoft Active Directory administration.
• Basic networking concepts (DNS, DHCP, TCP/IP) and file/folder/share security in Microsoft environments.
• Familiarity with RSA token administration or similar authentication systems.
• Proficiency with web-based CRM/ticketing tools such as ServiceNow.
• Desired: Linux/UNIX and Windows server support, VMware, HP OpenView or CA Concord, HDI Customer Help Desk Analyst certification, Microsoft Office Specialist certification.

What we offer

• Proposed pay range of $58,400 - $116,900 USD.
• Healthcare, wellness, financial, retirement, family support, continuing education and time off benefits.
• Flexible time off benefit and learning resources.