The Opportunity:
Work on an Outreach support team as subject matter expert in the use of SIGINT tools. - Provide direct user support and response to customers using Analytic Engagement Application (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
Responsibilities:
Respond to system issues and perform first-level corrective maintenance.
Enter and maintain issues using a problem tracking tool.
Adhere to current AEA Standard Operating Procedures (SOPs) and Outreach Service Level Agreements (SLAs).
Address complex user inquiries and provide initial support.
Escalate advanced system questions to Tier II & III Support and relevant Government stakeholders.
Monitor system health and status for AEA systems.
Generate routine metrics and availability reports for systems.
Collaborate with development teams and UX teams to identify common user challenges.
Update and maintain the ticket tracking tool.
Prepare metrics reports for both system availability and user support.
Train, orient, and supervise lower-level employees.
Offer guidance to technical help desk technicians on complicated inquiries.
Communicate with Government representatives regarding Systems Engineering issues.
Ensure timely operational awareness through effective communication with the customer team.
Develop additional SOPs as necessary for corrective maintenance tasks.
Troubleshoot data flow, networks, software, and hardware issues, ensuring effective follow-up with users
Qualifications:
Required:
Fifteen (15) 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.
Operational experience as an analyst preferred.
Desired:
- Bachelor’s degree from an accredited university is highly desired.
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
Learn more about CACI here.
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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 more here.
The proposed salary range for this position is:
$120,800 - $265,800Top Skills
What We Do
CACI’s approximately 23,000 talented employees are vigilant in providing the unique expertise and distinctive technology that address our customers’ greatest enterprise and mission challenges. Our culture of good character, innovation, and excellence drives our success and earns us recognition as a Fortune World's Most Admired Company. As a member of the Fortune 1000 Largest Companies, the Russell 1000 Index, and the S&P MidCap 400 Index, we consistently deliver strong shareholder value. Visit us at www.caci.com.
