Job Description

Job Profile:

Technical Support T3

JR Type:

Conditional

Job Category:

Information Technology

Minimum Clearance Required to Start:

TS/SCI with Polygraph

Percentage of Travel Required:

None

Type of Travel:

None

Program/Opportunity Name:

Program | All Spark

Referral Bonus Plan:

$7,000

Anticipated Posting End: 5/3/2025

Job Description:

The Integrated Operations (IO) Bridge supports the customer by providing on-site technical expertise to detect, monitor, and manage Enterprise services. This includes ensuring the timely exchange of situational awareness information, correlation or network incidents, coordination with commercial and external Service Providers, customer impact assessments, coordination of maintenance activities, technical support, report creation, network lockdown support, Incident /Problem Management support, as well as providing some quality assurance and training duties. 

Work hours will be permanently assigned based on operational requirements:   

Work hours to be assigned:  

Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts 1600-0400 or 0400-1600

Position Responsibilities:  

• Maintains an Operations Bridge, collaborating with the Integrated Service Center (ISC) Network Operations Center (NOC), external agencies/customers, and field units 
• Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations 
• Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends 
• Proactively monitors high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services 
• Supports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low intensity conflicts, acts or terrorism) and correlates impacts to Network Operations Squadron managed and monitored systems
• Ability to conduct trend analysis and support analytical investigation as needed 
• Provides operational coordination for network Event and Incident Management functions 
• Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership 
• Fill-in support for Shift Supervisors as needed
• After hours support for Enterprise IT Maintenance Coordinator
• Facilitates meetings, coordinate briefing materials with customer
• Coordinates planned maintenance and corrective maintenance with commercial carriers and affected customers 
• Supports the Government by performing daily ad hoc taskings from the Customer   
• Generates Situational Awareness notification via various messaging systems for distribution to customers 
• Provides technical assistance, when requested, by the Customer in support of defined duties 
• Provides coordination, data collection, and other support to the After Action Report process 
• Integrates ITIL best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation 
• Demonstrates an understanding of commercial network services, Wavelength, SONET, and Carrier Ethernet 
• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists
• Documents resolutions and updates self-help and staff knowledge bases. 
• Alerts management to recurring problems and patterns of problems

 Required Qualifications: 

•  An Active TS/SCI Clearance with Polygraph 
• At least 5 years’ experience maintaining IT infrastructure and services in the Ecosystem, or equivalent 
• Shall demonstrate an understanding of commercial network services, wavelength, SONET and carrier ethernet
• Excellent written and verbal communications skills 
• Excellent customer service skills 
• Proficient writing skills
• Experience drafting and briefing presentations and executive level reports
• Must be able to review technical documentation and summaries information for executive level review
• Working knowledge of network operations and IT services 
• Operational experience collaborating and directing resources supporting mission critical operations 
• Must be available for on-call support in the event of a COOP or crisis situation as directed by customer

Required Certifications:

• Security+ or any DoD 8140 IAT certification or must obtain within 90 days
• Any ITIL 4 Certification

Desired Qualifications: 

• Proficient in word processing, spreadsheets, and desktop applications 
• Strong communication and interpersonal skills 
• Strong logic and analytical skills 
• Strong customer service skills and experience 
• Excellent oral and written communication skills 
• Proven ability to multi-task and prioritize, with an attention to detail, in a fast-paced environment 
• Excellent organizational skills 
• Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems ITIL Service Operations or ITIL Service Operations Analysis, Cisco CCNP, Cisco CCNA, AWS Associate or better, VMWare vSpere, or MCSA 

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, pregnancy, sexual orientation, gender identity, age, 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:

$61,600 - 129,300 USD

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