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Glen Burnie, Maryland, United States
Onsite
Technical Support & Documentation Specialist
Empower mission‑driven systems. Elevate user experience. Shape technical excellence.
The Opportunity:
Join a high‑impact team supporting critical intelligence community systems and applications. In this role, you’ll blend systems analysis, technical support, and expert documentation to ensure smooth operation, clear communication, and mission‑focused system enhancements. You’ll collaborate with users, developers, and government stakeholders—helping translate complex technical needs into actionable insights, reliable documentation, and effective solutions. If you enjoy problem‑solving, translating ideas into clarity, and making systems work better for everyone, this role is for you.
Responsibilities:
Systems Support & Analysis
Collect, clarify, and define client requirements; provide guidance on process best practices
Conduct business and systems analysis to identify opportunities for improving workflows
Partner with clients to understand needs and develop/recommend viable solutions
Produce functional design specifications aligned to user and operational requirements
User Support & Communication
Address complex user inquiries and ensure follow‑up for customer satisfaction
Serve as a primary communication bridge to the customer CSC team for operational awareness
Provide troubleshooting support across data flow issues, networks, hardware, and software
Collaborate with end‑users, management, IT personnel, vendors, and Government stakeholders
Identify recurring user challenges and partner with development, UX, and product teams to resolve them
Documentation & Technical Writing
Prepare, review, update, and maintain technical documentation across engineering, operations, testing, and user support
Write and edit diverse technical content: installation guides, configuration documentation, how‑to resources, system engineering docs
Develop code documentation, implementation guides, and end‑user guides
Maintain operations documents, manuals, SOPs, data definitions, and data flow documentation
Manage and maintain an organized internal documentation library
Coordinate document layout and design, ensuring adherence to 508 compliance standards
Prepare reports, responses, and briefings tailored for technical and non‑technical audiences
Team Leadership & Process Management
Support onboarding, training, assignment, and quality checks for junior team members
Provide guidance and direction to help desk technicians
Follow and maintain current AEA SOPs and Outreach SLAs
Maintain and update ticket tracking tools
Collaborate in a team-oriented, mission-focused environment
Qualifications:
Required:
An active NSA TS/SCI with Polygraph
High school diploma or equivalent
Associate’s degree in a technical discipline
OR four (4) years of additional relevant experience in place of the degree
Minimum 3 years of hands-on experience with AEA or Intelligence Community (IC) tools/capabilities
Minimum 2 years of experience as a technical writer on programs/contracts of similar scope and complexity
Solid understanding of product workflows in operational environments
Proficiency with MS Word, PowerPoint, and Visio
Desired:
Bachelor’s degree from an accredited university
Experience with JIRA, Confluence, and Microsoft products
Background collaborating with developers to build technical documentation and training materials
Strong command of grammar and the ability to produce clear, structured, and user‑friendly technical writing across document types
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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.
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:
$61,100 - $122,200