IT Support Engineer - level II

CACI International • Colorado Springs, CO

2d • Onsite

About The Position

Join a dynamic team providing mission-critical technical support for launch operations at a secure government facility. As an IT Support Engineer, you'll be the hands-on technical expert ensuring workstations, secure communications systems, and specialized equipment are mission-ready when it matters most. You'll work face-to-face with launch personnel and mission-critical operators, troubleshooting complex desktop issues, supporting high-stakes launch events, and maintaining the specialized secure phone and video systems that enable successful missions. This fast-paced role combines Tier 2 technical support with the unique challenges of supporting classified launch operations in a secure environment.

Requirements

• Bachelor's degree and 4 years of relevant IT support experience OR Associate's degree and 8 years of relevant experience OR High School Diploma/GED and 12 years of relevant experience
• U.S. Citizenship required
• Current TS/SCI clearance with a recent polygraph
• Security+ certification (or other DoD 8570 IAT Level II certification)
• Hands-on experience troubleshooting and repairing desktop hardware, workstations, and peripherals
• Experience working in Windows-based environments (thin client and/or thick client)
• Demonstrated ability to provide face-to-face technical support to end users
• Strong customer service and communication skills
• Experience using ticketing systems to document and track technical issues
• Ability to work in a fast-paced, mission-critical environment

Nice To Haves

• ITIL Foundation certification or higher
• Experience with ServiceNow or similar ITSM platforms
• Vendor-specific certifications (Dell, HP, Lenovo, Microsoft, etc.)

Responsibilities

• Respond to and resolve Tier 2 incidents and service requests through ServiceNow, providing face-to-face technical support to users across launch facilities and contractor support buildings
• Troubleshoot, repair, and replace desktop hardware including workstations, thin clients, thick clients, peripherals, and associated equipment in Windows-based environments
• Configure, maintain, and troubleshoot specialized secure phone and video communication systems used for mission-critical launch operations (non-standard/non-VoIP systems)
• Support Technical Exchange Meetings (TEMs) by developing launch requirements and providing technical expertise for mission planning
• Provide hands-on technical support during launch events, ensuring all systems are operational when mission-critical activities occur
• Diagnose and resolve complex technical issues impacting multiple users, escalating to appropriate technical teams when necessary
• Communicate effectively with launch personnel, mission operators, technical staff, and general office users to understand problems and provide timely solutions
• Document all technical activities, resolutions, and configurations in ServiceNow
• Develop and recommend long-term solutions to recurring technical problems
• Install and configure software, hardware, and network components following established security protocols in a classified environment
• Maintain current knowledge of systems and technologies through vendor documentation, knowledge bases, and collaboration with technical peers

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level