Hybrid Product Support Technician

at CACI International Inc

• Job title: Product Support Technician
• Job type: Full Time
• Experience level: Junior
• Salary: $51,800 - $106,200 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ServiceNow
• Location requirements: Hybrid, Ashburn, United States

About the role

• Product Support Technician providing advanced Tier 2 remote support for CBP applications. Collaborating with development teams and enhancing customer satisfaction for DHS.

Responsibilities

• Provide advanced Tier 2 remote support and troubleshooting for end users experiencing various issues with CBP applications/application software
• Researches, reproduces, diagnoses, and resolve issues using TEAMS and ServiceNow
• Works independently to communicate technical information to users in a manner they understand and provide clear instructions for resolution
• Establish a timely process through which problems are addressed, including problem recognition, research, isolation, resolution, and follow-up steps
• Lead or contribute to IT projects such as system upgrades, migrations, regression testing and confirming new deployments for functionality
• Develop and maintain knowledge base articles, training materials, and documentation for the help desk team
• Define and strategize Incident, Knowledge, and Problem management across a large-scale organization
• Collaborate with application development teams to identify and correct core problems, often occurring due to platform/application upgrades and change request deployments
• Possess and apply a comprehensive knowledge of working with end user business applications/software
• Collaborate with the application teams to identify, respond, and resolve tickets in a timely manner
• Act as a liaison between the help desk and enterprise clients, ensuring clear communication and high customer satisfaction
• Lead initiatives to improve help desk processes, efficiency, and customer service quality

Requirements

• Must be a U.S. Citizen with the ability to pass CBP background investigation
• 3-year check for felony convictions
• 1 year check for illegal drug use
• 1 year check for misconduct such as theft or fraud
• Bachelor’s Degree or equivalent experience and minimum 1 or more years of Help Desk or related technical experience (experience considered in lieu of degree)
• Experience using a service desk ticketing system
• Experience providing advanced support to end-users spanning a variety of application/software issues
• Experience working with a development team in identifying, researching, and resolving advanced application software issues
• Experience documenting, tracking, and monitoring the problem to ensure a timely resolution
• Ensuring product quality and timeliness of efforts
• Demonstrated Incident, Knowledge, and Problem Management
• Available for an on-call rotation depending on the application that is supported.

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits