Job Profile:

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Job Description:

What You’ll Get to Do:
You will get to directly support mission. 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 (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)
• Responds to complicated user questions
• Escalate complex system questions to Tier II & III Support and appropriate Government stakeholders
• Escalate complex issues within the SD Outreach Team
• Monitor the health and status of current AEA systems
• Prepare routine metrics and system availability reports
• Identify common user challenges and work with development teams, UX teams, and product leads
• Shall maintain and update the ticket tracking tool
• Create metrics reports for system availability as well as user support
• 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
• Create additional SOPs as needed to perform corrective maintenance
• 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
• Work in a collaborate environment

You’ll Bring These Qualifications:

• SIGINT experience using mission analytic tools
• 3 years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities
• High school diploma or equivalent required
• Understanding of product workflows in an operational setting

These Qualifications Would be Nice to Have:

• Bachelor’s degree from an accredited university is highly desired
• Operational experience as an analyst preferred
• 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.