The Opportunity:
Responsible for providing comprehensive technical support and documentation services for intelligence community systems and applications. This role combines business/systems analysis, user support, and technical writing to facilitate client requirements collection, system maintenance, and the creation of technical documentation.

Responsibilities:
Systems Support & Analysis:

• Facilitate the process to collect and define client requirements and provide advice on process best practices

• Perform analysis on business or systems processes to identify improvements

• Work with clients to understand and define needs and develop/recommend solutions

• Produce functional design specifications based on user requirements

User Support & Communication:

• Respond to complicated user questions and provide customer follow-up to ensure satisfaction

• Provide first line communications to the customer CSC team to ensure appropriate operational awareness

• Provide data flow troubleshooting, network troubleshooting, and diagnose software and hardware issues

• Interact and communicate with end-users, management, vendors, IT personnel, and Government stakeholders regarding technical considerations and associated problems, issues, or conflicts

• Identify common user challenges and work with development teams, UX teams, and product leads

Documentation & Technical Writing:

• Prepare, review, revise, and maintain technical documents including software and systems engineering, system operations, testing, and user documentation

• Write and edit technical documentation for all project hardware and software, including installation, configuration, and how-to documentation

• Create code documentation for software and produce implementation guides and end-user guides for capabilities

• Prepare and maintain operations documentation, user guides, manuals, and technical publications

• Provide field, data definition, and data flow documentation

• Maintain a current internal documentation library

• Create additional SOPs as needed to perform corrective maintenance

• Prepare reports, responses, and briefings targeted to a wide range of audiences

• Coordinate layout and design of documents with ability to apply 508 compliance standards

Team Leadership & Process Management:

• Assist in orienting, training, assigning, and checking the work of lower level employees

• Provide advice, guidance, and direction to other technical help desk technicians

• Follow and maintain current AEA Standard Operating Procedures (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)

• Maintain and update ticket tracking tools

• Work in a collaborative environment

​Qualifications:

Required:

• High school diploma or equivalent required

• Associate's degree in a technical discipline from an accredited college or university (or four (4) years of additional relevant experience may be substituted for the degree)

• Minimum 3 years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities

• Two (2) years of experience as a technical writer on programs and contracts of similar scope, type, and complexity

• Understanding of product workflows in an operational setting

• Proficiency with multiple word processing and presentation tools such as MS Word, PowerPoint, and Visio

Desired:

• Bachelor's degree from an accredited university is highly desired

• Experience with JIRA and Confluence and MS Products

• Experience working with developers to produce quality documentation and training materials

• Strong technical writing skills with understanding of basic grammar concepts and ability to write technical copy for various document types

What 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 environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

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.

The proposed salary range for this position is: