Secure Mobile Support Technician

Job Category: Engineering and Technical Support

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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What You’ll Get to Do:
As a Secure Mobile Support Technician, you will act as a model of customer service excellence to all organizational staff members in supporting the DISA-J6 C4E user community. As a member of the team, you will work with Technical SMEs to support, maintain and service current community of users, which includes over 900 DMCC-S devices and 1500 WINDAR. In assuming this position, you will be a critical contributor to meeting the customers mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. 

 Qualifications and Experience:

• Provide requirements processing support, imaging/ device configuration support, asset management (to include deployment), and sustainment operations and maintenance (O&M) for Secure Mobility Requirements. 
• Support project activities and client contact that addresses the entire life cycle of a service, from the implementation of the service to the retirement of the service. 
• Proactively support all WINDAR-S and DMCC-S Secure Mobility devices within the supported customer environment
• Track asset location and allocation through the inventory, imaging, provisioning, reprovisioning, fulfillment, deployment, decommissioning, and disposition phases of asset life cycle. 
• Provide service with a customer-facing interface for receipt and processing of customer requirements, to include additional information collection required to support billing and reimbursement coordination through Government-defined process checklists. Implement best business practice methods to efficiently use resources and support customer requirements. 
• Image, provision, and reprovision devices to support fulfillment of customer requirements, as defined by Government-provided guidelines and standard operating procedures and Government-approved work instructions developed and maintained by the Contractor. 
• Perform non-intrusive maintenance activities for any device as required to affect the continued operations of the system in accordance with manufacturers’ specifications. Includes diagnostics, troubleshooting, reconfiguration or software installation actions to correct any system errors indicating a defect in the system operation. Standard response is 8 business hours; VIP priority response is 2 business hours. VIP service is provided to approximately 30% of WINDAR-S devices and 10% of DMCC-S devices.
• Provide on-call VIP Support (2-hour physical onsite response) after hours and during emergencies.
• Effectively label all devices with clear instructions for users to contact the Service Desk with appropriate identification for the device.
• Use the government’s ticket management tool (currently Remedy) to track customer service requests and trouble incident tickets, manage one or more associated Secure Mobility ticket queue(s), develop and report performance metrics, manage and escalate outage events, and support ticket reviews as requested by Government. 
• Being able to work in fast pace changing environment.

Requirements:  

• Bachelor’s Degree in IT related field or equivalent related experience in lieu of degree
• 2-4 years of professional experience supporting PC hardware and software systems.
• 8570 Level II Certification
• Must have a minimum of an active Secret Clearance 
• Possesses a solid understanding of technical troubleshooting and problem-solving methodologies
• Demonstrates proficiency in diagnosing and resolving technical issues within established guidelines
• Has experience working with various technical systems and tools, such as ticketing systems and remote support tools
• Exhibits strong customer service skills and can effectively communicate with end-users to understand and address their technical concerns
• Displays good written and verbal communication skills, with the ability to document technical procedures and communicate with team members
• Can work independently and collaboratively as part of a team to resolve technical issues within defined service level agreements
• Shows a willingness to learn and adapt to new technologies and processes
• Has a basic understanding of ITIL principles and best practices
•  Physical Requirements:
• This position requires the ability to perform the below essential functions:
• Sitting for long periods
•   Standing for long periods
•   Ambulate throughout an office
•   Ambulate between several buildings

 Preferred Education and Experience: 

• ITILv4 Foundation minimum certification preferred. 
• Hands-on experience working with ServiceNow ticket systems  
• Prior work experience in a fast-paced DoD environment  

 Physical Requirements:  

This position requires the ability to perform the below essential functions:  

• Sitting for long periods  
• Standing for long periods  
• Ambulate throughout an office  
• Ambulate between several buildings  

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 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

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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 takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. 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.

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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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:

$60,100 - $123,300