GETS MID Helpdesk Technician

　　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

　　CACI is seeking a cleared Helpdesk Technician in Augusta GA, Fort Gordon. This is an immediate need that is supporting the GEOINT Enterprise TPED Services (GETS) program.

　　The GETS Helpdesk Technician improves all technical aspects of the customer experience pertaining to GETS, a government owned GEOINT Tasking, Processing, Exploitation, and Dissemination (TPED) Platform. Investigates and troubleshoots escalated GETS technical issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. Communicates with Management, System Administrators, and Developers to correct deficiencies, recommend, and implement solutions that enhance system effectiveness. Liaisons with technical experts and system developers to integrate GETS with key Intelligence Community tools and databases. Maintains proficiency with current and emerging technologies and software related to GETS. Promotes and increases GETS utilization across the Intelligence Community through advanced knowledge of GETS customizations and capabilities. Updates and maintains key technical documentation crucial to change management and system development.

　　What You’ll Get to Do:

　　Act as a trusted advisor to key program stakeholders and executive sponsors to drive solution adoption and ensure maximum customer business value

　　Establish and nurture customer relationships with a focus on driving toward strategic partnerships

　　Understand customer business challenges and goals, and offer expert solution options to identify and develop opportunities for expansion

　　Conduct business reviews (periodic and annual) and other touchpoints with key customers to drive next steps toward successful completion of customer goals.

　　Conducts Knowledge Management to maintain internal databases and GETS system records.

　　Responds to customer requests for account support and technical assistance.

　　Leverage troubleshooting experience to resolve issues, and the GETS System tool interface to manage customer accounts and settings

　　Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

　　Periodically follow up with customers to and address any questions or concerns regarding the GETS Platform.

　　Provide technical guidance to Tier I and II personnel.

　　Isolate and advise users on services and technical assistance available and coordinates the provision of such assistance

　　Identify causes of job failures and provides consultation with regard to problem resolution

　　Develop or provide support for the development of guidance and training materials and updates

　　Provide support to testing activities for problem and incident resolution

　　Provide Corrective, Preventative and Adaptive maintenance to current operational baselines

　　Adhere and support AGILE process based development

　　You’ll Bring These Qualifications:

　　Active TS/SCI clearance and willing to receive CI poly.

　　BA/BS in a related field and a minimum of 6 years’ relevant experience or 10-15 years’ experience.

　　2 years of training experience

　　Experience using troubleshooting processes

　　Experience using GETS as a producer and consumer

　　Detail-oriented with strong communication and collaboration skills, including the ability to effectively communicate at the senior command level

　　Demonstrated proven experience interacting daily with supervisors and/or functional peer group as well as directly with demanding customers

　　Excellent customer service skills, both verbal and written

　　Works with minimal guidance

　　Possesses technical knowledge of procedures and processes required to support activity

　　Can assume supervisory role over junior personnel

　　Interfaces with users for requirements capture and solution options

　　Track record of using data to drive activity

　　Technical aptitude and experience working with enterprise software tools

　　DoD familiarization and Intelligence Community experience

　　These Qualifications Would be Nice to Have:

　　Understanding of software development processes

　　Experience with Jira.

　　Possess IAT Level II equivalent certification such as SecurityExperience using Splunk

　　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.

　　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.