Next Century, a wholly-owned subsidiary of CACI, seeks multiple Outreach Technical SME to join our team in Annapolis Junction, MD!
Be part of the movement! Join a large seven-year multiprogram contract serving as the enterprise-wide analyst capabilities contract for an Intelligence Community (IC) customer. These efforts will include the development and sustainment of integrated, feature-rich capabilities that promote the modernizing of visualization and presentation tools across the agency space.
Joining our team could be a once-in-a-lifetime opportunity to reshape the way our customers perform their mission.
The persons will provide direct user support and response to customers using the tool suite for questions regarding account administration, system, and network status. Support/interface with the customer via the phone, VTC, email, chat, and applicable online presence.
To be successful as an Outreach Technical SME, you will:
Respond to system issues and perform minor corrective maintenance
Enter issues via a problem tracking tool
Respond to complicated user questions
Monitor the health and status of current systems
Identify common user challenges and work with development teams, UX teams, and product leads
Maintain and update the ticket tracking tool
Assist in the preparation of routine metrics and system availability reports and user support metrics
Provide customer follow up to ensure questions have been answered and collect satisfaction feedback
Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests
Create additional SOPs as needed to perform corrective maintenance
Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues
If you meet the following requirements, we encourage you to apply:
A High School diploma or equivalent required
A minimum of two (2) years of demonstrated hands-on experience using tools and capabilities in the Intelligence Community (IC)
Active TS/SCI with Polygraph required
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.