Under the CDM program CACI provides Tier II and Tier III Service desk support for the CDM Stack. In this role, you'll be directly supporting the CDM RSA Archer Dashboard. A Tier I provider will be escalating tickets to CACI for resolution. You will be relying on a Knowledge Management System for ticket resolution. Specifically:
Provide CDM RSA Archer Dashboard request fulfillment and in-depth troubleshooting support to the CDM DHS and Component user community
Implement the Service Operations Handbook and knowledge articles to provide remote operations support to dashboard and CDM solution
Escalate dashboard issues to the Tier III RSA Archer Dashboard Services Provider according to procedures defined in the MOA
Document and track all issues using ticket tracking mechanism, providing recommendations to improve the Service Operations Handbook and FAQs
More About the Role:
Assist in Preparing status reports at least weekly and monthly and complete other reporting requirements as required
Responsible for developing, coordinating and maintaining the relevant portions of the Service Operations Handbook and holding team members accountable for following published SOPs.
Communicates with contacts typically within the department on matters that involve obtaining or providing information requiring some explanation or interpretation in order to reach agreement.
You’ll Bring These Qualifications:
Familiar with IT Security Help or Service Desk Environments
Familiar with Service Now and/or Remedy Ticket Management Systems.
Familiar with ITIL processes
Clear and proven communicator. Must be able to work well in an environment where they are facilitating a large group of government and other contractor personnel to achieve a common goal.
Detail oriented – must be able to recognize critical elements of successful operations and then hold themselves accountable for meeting those critical elements.
Flexibility – The environment is very dynamic. You will be expected to keep up with the changing environment while ensuring a high level of operational effectiveness
Team Player – This role is part of a much larger team. You will be expected to support the overall Operations Team and Team CACI’s mission.
These Qualifications Would be Nice to Have:
BS + 0-2 YRS Experience
Able to obtain a DoD Clearance
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.