Technical Support Security Clearance

Position: Technical Support with Security Clearance
Job Title:

Technical Support Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start:
Secret Employee Type:
Regular Percentage of

Travel Required:

Up to 10% Type of Travel:
Continental US *
*
* The Opportunity:

You'll serve as a frontline technical expert supporting Counter-UAS customers in high-consequence environments, providing rapid, mission-critical troubleshooting over the phone and guiding users through complex issues without visual aids. In this role, you'll manage the full lifecycle of support tickets in Jira Service Management, maintain clear communication with customers and internal teams, and contribute to high-quality documentation and knowledge-sharing across the program.

You'll collaborate closely with engineering, Dev Ops, DSP, and field support teams to resolve challenging technical issues, identify trends, and improve support processes. As the primary point of contact for a designated customer group, you'll build deep familiarity with their operational needs while delivering reliable, customer-focused support that directly enhances mission success. Responsibilities:
Customer Support
* Support customers over the phone to diagnose and resolve hardware, software, and network issues in a timely manner

* Ability to triage incidents and escalate complex issues to higher tier support teams as needed

* Be able to work in a "theater of the mind". Customers operate in a closed environment with little to no remote connectivity or ability to provide screenshots; must be able to visualize what the customer is seeing and relay directions to navigate them through troubleshooting through resolution Ticket Management
* Work with Jira Service Management database to document, maintain, and track issue tickets from start to resolution

* Ensure timely follow-up with customers and internal resources throughout the lifecycle of each ticket

* Effectively document and communicate the status of tickets with team members and project managers Documentation
* Create and maintain accurate and up-to-date technical documentation of solutions and knowledge base articles in Confluence

* Thoroughly document troubleshooting steps performed with customers in Jira Service Management

* Contribute to the maintenance of standard operating procedures (SOPs) Program Support
* Work closely with other functional support teams (Dev Ops, System Engineers, Digital Signal Processing, Field Service Reps) to address technical issues and support project goals

* Provide periodic reports and metrics following an established schedule and by request to Program teams

* Specialize in a designated group of customers where you thoroughly understand their needs and serve as the primary contact for Corian Service Desk to those assigned projects and their Project Managers

Qualifications:

Required:

* Ability to obtain an Active Secret clearance

* Minimum of two years of experience in a Help Desk or similar Customer Service role

* Experience with Microsoft Office Suite, RHEL 7/8 Linux, and common troubleshooting tools

* Strong knowledge of hardware, software, and networking fundamentals

* Excellent professional communication and interpersonal skills

* Strong problem-solving, analytical and critical thinking skills

* Ability to work autonomously and effectively in a fast-paced team environment

* Possess strong customer service skills with a focus on customer satisfaction

* Excellent documentation skills

* Flexibility and the desire to work as a team to meet common goals Desired:
* Familiarity with Atlassian tools such as Jira, Confluence, and Jira Service Management

* Active Secret clearance This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions t 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…