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.

You will improve all technical aspects of the customer experience pertaining to GETS, a government owned GEOINT Tasking, Processing, Exploitation, and Dissemination (TPED) Platform.

You will investigate and troubleshoot escalated GETS technical issues by confirming the validity of the problem and seeking known solutions related to these more complex issues.

You will also communicate with Management, System Administrators, and Developers to correct deficiencies, recommend, and implement solutions that enhance system effectiveness.

You will act as a liaison with technical experts and system developers to integrate GETS with key Intelligence Community tools and databases.

You will maintain proficiency with current and emerging technologies and software related to GETS as well as promotes and increase GETS utilization across the Intelligence Community through advanced knowledge of GETS customizations and capabilities.

You will update and maintain 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 6-8 years’ relevant experience or 10-15 years’ 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

• 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

• Self starter

These Qualifications Would be Nice to Have:

• Preferred experience utilizing GEOINT Tasking, Processing, Exploitation, and Dissemination Services (GETS) analysis tool

• 2 years of training experience

• Understanding of software development processes

• Experience with Jira.

• Possess IAT Level II equivalent certification such as Security+ Experience 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:

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.

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 (https://careers.caci.com/global/en/employee-benefits)

The proposed salary range for this position is:

$53,200 - $111,600