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Manassas, Virginia, United States
Onsite
The Opportunity:
You’ll serve as a frontline technical expert supporting Counter‑UAS customers in high‑consequence environments, providing rapid, mission‑critical troubleshooting over the phone and guiding users through complex issues without visual aids. In this role, you’ll manage the full lifecycle of support tickets in Jira Service Management, maintain clear communication with customers and internal teams, and contribute to high‑quality documentation and knowledge‑sharing across the program. You’ll 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, you’ll build deep familiarity with their operational needs while delivering reliable, customer‑focused 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, 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:
$49,900 - $100,000