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Systems Support Engineer, Tier 1/Tier 2 Support

Company: CACI
Location: Sterling
Posted on: February 15, 2020

Job Description:

BITS, a CACI Company, offers very rewarding and unique benefits, which equates to 50% of compensation on TOP of your base salary The first part is a tax-qualified profit-sharing retirement plan, to which BITS annually contributes up to 25% of your base salary (not in excess of applicable IRS limits) to your retirement account. The second component consists of BITS' Individual Benefit Account (IBA), which is used for premiums, medical reimbursements, dependent care, education and Paid Time Off (PTO) policy. Both components of the BITS benefit package are paid for by BITS, in addition to your base salary and potential performance bonuses. We believe in a healthy home/work balance and both of our locations offer a wide variety of activities to balance with your work life. Learn more at http://www.caci.com/bit-systems/We are currently seeking a talented Systems Support Engineer Tier 1/2 to support a contract in our Sterling, Virginia office. Under direct supervision, you will be responsible for technical systems support for a mission essential software system deployed to numerous networks at varying security levels. You will also be responsible for technical user support to diverse user groups across the IC and DoD, to include analysts, policymakers, watch floor operators and warfighters. If you are a motivated, outgoing individual who desires to work in an exciting, fast-paced environment, providing user and operations support for one of the fastest growing, most popular software applications within the IC and DoD, CACI would like to speak with you. You will be rewarded with:A job that has one of the best benefits plans in the industry, A casual, modern work environment (lose the suit and tie) with a perfect work/life balance,A friendly, collaborative team environment (team lunches, BBQs, outings), A daily view into high-profile world events, Enduring relationships with users across the globe and daily affirmation that your software and support is critical to mission successWhat You---ll Get to Do: User and Operational Support for a mission critical software application (Monday --- Friday, 8am --- 5pm EDT/EST, occasional off-hours support, shared with entire team)Provide first and second level support for inbound incidents and Service RequestsProvide frontline chat, phone and email support related to system and application issuesProperly document interactions in the Jira ticket tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changesDiagnose, identify, isolate and analyze problems utilizing historical database records and online SOP'sMaintain and update records, tracking databases, procedures, how to articles, and software license recordsHigh comfort level working with technology at a fast paceThe ability to multi-task, specifically focused with creating support tickets in a web-based Jira tool and troubleshoot while helping with usersAbility to quickly route issues according to issue type and severityGood communication skills over the phone, via chat, or via email (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)Alert management to recurring problems and patterns of problemsResolve technical problems and answer queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systemsMay route calls to product line specialistsMore About this Role:Daytime Systems Support Service Desk is provided on a 9 hours per day, 5 days a week basis. "On-call" or extended support may be required during emergency situations.You---ll Bring These Qualifications:Education:Bachelors degree in a technical discipline from an accredited University preferredExperience:Minimum of 5 years of professional experience with a Bachelors degree from an accredited college; or 10 years of systems support or help desk experience without a degreeRequired Skills:Ability to document, research, identify and solve technical problems on initial call and/or triage where appropriate for resolutionMust be able to support and troubleshoot across multiple networks, all with their unique set of requirements, users, environments and rulesStrong customer service experienceAbility to provide technical software, hardware and network problem resolution, making independent decisions by performing question/problem diagnosis in a Service Desk environmentAbility to document, research, identify and attempt to resolve technical problems on initial call and/or triage where appropriate for resolutionAbility to utilize customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products as it relates to customer's environmentThese Qualifications Would be Nice to Have: Security CertificationFamiliarity with Linux environments and commandsFamiliarity with AWS infrastructure, tools, and environmentsExperience with Systems Engineering and/or Help Desk Ticketing systems 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 55 years, the principles of CACI---s unique, character-based culture have been the driving force behind our success.---TH-JOBSJob LocationUS-Sterling-VA-VIRGINIA SUBURBAN CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

Keywords: CACI, Sterling , Systems Support Engineer, Tier 1/Tier 2 Support , Other , Sterling, Virginia

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