Watch Support (NOC Tier 2) - Omaha NE

Watch Support (NOC Tier 2) - Omaha NE

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

Join CACI as a Watch Support (NOC Tier 2). Our mission on this program will be the design, transition, operations, and continual service improvement to include tech modernization, tech refresh, or Capital Equipment Replacement Program (CERP) activities associated with the clients' LANs, WAN and UC services.

Become a part of our great team and make a difference.

More about this role:

Tier 2 - Provides more in-depth customer support and attempts to resolve incidents that could not be resolved by Tier 1. If necessary, Tier 2 technicians will provide customer desktop support when required (e.g., hardware failures). At Tier 2, incident management usually functions alongside problem management as an analysis of incidents may indicate a larger problem.

What will you do:

• Established and productive individual contributor
• Demonstrates innovative engineering acumen for improvements to site, location, or enterprise performance.
• Makes recommendations that enhance efficiencies for network monitoring, management, and overall operations.
• Participates in engineering designs/decisions that impact technical refresh of components directly impacting mission success.
• May manage implementation, installation, and technical refresh projects within a site or locale.
• Works independently with general limited supervision. In remote locations must function as independent engineering, maintenance, and network problem solving with minimal or intermittent input from other Tiers/locations.
• Problems faced are difficult but typically not and often complex. May require detailed information gathering, analysis, and investigation to understand problems. Regularly employs creativity and ingenuity for new technical solutions applicable across the enterprise, drawing heavily on prior experience.
• May influence other technical staff through explanation of facts, policies, and practices

Responsibilities across the tiers include:

• Completes initial categorization of Service Requests (type, sub-type, location device, priority, etc.)
• Uses experience and knowledge articles to understand/implement potential workarounds
• Resolves incidents or escalates to next tier as necessary
• Updates knowledge articles and handles "how to" questions
• May configure, deploy, manage, and maintain network monitoring systems used by the technicians to ensure availability and overall performance of system and network services.
• Uses administrative access to network components to research errors, incidents, problems and to perform incident analysis and identify potential problems
• Resolving Service Requests
• Routing Service Requests to the appropriate organization required for incident resolution
• Performs root cause analyses
• Completes problem resolutions associated with incident ticket(s)
• Entering solutions into the Solutions database
• Performs technical refresh activities when required
• Required DOD 8140 certification(s): IAT II, Cisco Certified Network Associate (CCNA)

Experience:

• High School/GED + 7 Yrs, or Associates + 5 Yrs, or Bachelors + 3 Yrs, or Masters + 1 Yrs,

Clearance Requirement:

• Minimum TS (SCI Eligible)

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.

Company Overview: 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 an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.