What You’ll Get to Do

• Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.

More About the Role:

• Respond to system issues and perform first level corrective maintenance
• Enter issues via a problem tracking tool
• Follow and maintain current AEA Standard Operating Procedures (SOP’s) and documented AEA Outreach Service Level Agreements (SLAs)
• Responds to complicated user questions
• Escalate complex issues within the SD Outreach Team
• Monitor the health and status of current AEA systems
• Prepare routine metrics and system availability reports
• Escalate complex system questions to Tier II Support and appropriate Government stakeholders
• Identify common user challenges and work with development teams, UX teams, and product leads
• Shall maintain and update the ticket tracking tool
• Prepare routine metrics and system availability reports and user support metrics
• Assist in orienting, training, assigning, and checking the work of lower level employees
• Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests
• Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts
• Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner
• Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues
• Provide customer follow up to ensure questions have been answered and collect feedback

You’ll Bring These Qualifications

• SIGINT experience using mission analytic tools
• Six (6) years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities
• High school diploma or equivalent required
• Bachelor’s degree from an accredited university is highly desired
• Understanding of product workflows in an operational setting
• Operational experience as an analyst preferred

These Qualifications Would Be Nice to Have

• Familiarity with query languages
• Experience working with forward deployed users
• Experience providing direct user support and troubleshooting directly with the user
• Experience gathering requirements from users
• Experience providing overall process improvement and agile efficiencies supporting the existing customer base
• Experience with JIRA and Confluence

What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview:

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

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. Learn morehere

The proposed salary range for this position is: