Job Abstract

What You’ll Get to Do:

• Support end-user applications and work with a multi-tier service desk as well as work with software development teams to help research, reproduce, and diagnose problems.

• Provide advanced remote support and troubleshooting for end users experiencing various issues with CBP applications/application software.

• Respond to and diagnosing problems through interactions with users; primarily using Teams and ServiceNow.

• Ensure a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow-up steps.

• Interact with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments.

• Recreate the user’s issue in multiple environments to research and resolve the issue or determine an appropriate work around option.

• Possess and apply a comprehensive knowledge of working with end user business applications/software.

• Provide Tier 2 Knowledge Based Articles to a centralized knowledge repository for assigned application suites.

• Collaborate with the application teams to identify, respond, and resolve tickets in a timely manner.

• Communicate issues and resolutions with your team lead/manager.

You Will Bring These Qualifications:

• Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria include, but not limited to:

  • 3-year check for felony convictions

  • 1 year check for illegal drug use

  • 1 year check for misconduct such as theft or fraud

• Bachelor’s Degree (experience considered in lieu of degree)

• 5 or more years of Help Desk or related technical experience

• Experience using a service desk ticketing system.

• Experience providing advanced support to end-users spanning a variety of application/software issues.

• Experience working with a development team in identifying, researching, and resolving advanced application software issues.

• Experience documenting, tracking, and monitoring the problem to ensure a timely resolution.

• Ensuring product quality and timeliness of efforts.

• Demonstrated Incident, Knowledge, and Problem Management

• Available for an on-call rotation depending on the application that is supported. (There are a very limited number of applications that require on-call support. The majority do not).

These Qualifications Would Be Nice to Have:

• Experience or education with information systems analyst or business analyst work.

• Experience with ServiceNow

• Experience with SAP Helpdesk

• Experience with Problem and Incident Management

• ITIL Certification, other Technical Certifications

• Strong, active listening skills

• CBP, DHS, Border Patrol Systems or Tier 2 Application Support experience

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 more here

The proposed salary range for this position is: