Technical Support

The Opportunity:

Youll serve as a frontline technical expert supporting CounterUAS customers in highconsequence environments providing rapid missioncritical troubleshooting over the phone and guiding users through complex issues without visual this role youll manage the full lifecycle of support tickets in Jira Service Management maintain clear communication with customers and internal teams and contribute to highquality documentation and knowledgesharing across the program. Youll collaborate closely with engineering DevOps DSP and field support teams to resolve challenging technical issues identify trends and improve support processes. As the primary point of contact for a designated customer group youll build deep familiarity with their operational needs while delivering reliable customerfocused support that directly enhances mission success.

Responsibilities:

Customer Support

• Support customers over the phone to diagnose and resolve hardware software and network issues in a timely manner

• Ability to triage incidents and escalate complex issues to higher tier support teams as needed

• Be able to work in a theater of the mind. Customers operate in a closed environment with little to no remote connectivity or ability to provide screenshots; must be able to visualize what the customer is seeing and relay directions to navigate them through troubleshooting through resolution

Ticket Management

• Work with Jira Service Management database to document maintain and track issue tickets from start to resolution

• Ensure timely follow-up with customers and internal resources throughout the lifecycle of each ticket

• Effectively document and communicate the status of tickets with team members and project managers

Documentation

• Create and maintain accurate and up-to-date technical documentation of solutions and knowledge base articles in Confluence

• Thoroughly document troubleshooting steps performed with customers in Jira Service Management

• Contribute to the maintenance of standard operating procedures (SOPs)

Program Support

• Work closely with other functional support teams (Dev Ops System Engineers Digital Signal Processing Field Service Reps) to address technical issues and support project goals

• Provide periodic reports and metrics following an established schedule and by request to Program teams

• Specialize in a designated group of customers where you thoroughly understand their needs and serve as the primary contact for Corian Service Desk to those assigned projects and their Project Managers

Qualifications:

Required:

• Ability to obtain an Active Secret clearance

• Minimum of two years of experience in a Help Desk or similar Customer Service role

• Experience with Microsoft Office Suite RHEL 7/8 Linux and common troubleshooting tools

• Strong knowledge of hardware software and networking fundamentals

• Excellent professional communication and interpersonal skills

• Strong problem-solving analytical and critical thinking skills

• Ability to work autonomously and effectively in a fast-paced team environment

• Possess strong customer service skills with a focus on customer satisfaction

• Excellent documentation skills

• Flexibility and the desire to work as a team to meet common goals

Desired:

• Familiarity with Atlassian tools such as Jira Confluence and Jira Service Management

• Active Secret clearance

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 youll be part of a high-performing group dedicated to our customers 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. Youll 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 nations 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.

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.

The proposed salary range for this position is: