Outreach Subject Matter Expert (SME)

CACI International • Annapolis Junction, MD

19h • $84,900 - $178,400 • Onsite

About The Position

Provide direct user support for AEA Tools, assisting with account administration and monitoring system and network status. You will interact with users via phone, VTC, email, chat, and online platforms such as JIRA, Confluence, SharePoint, and SpySpace to ensure timely, accurate support.

Requirements

• An NSA TS/SCI with Polygraph.
• 15 years of hands‑on experience with Intelligence Community (IC) tools and capabilities.
• High school diploma.
• Understanding of product workflows in an operational environment.

Nice To Haves

• Bachelor’s degree.
• Operational experience as an analyst.

Responsibilities

• Troubleshoot system issues and perform first‑level corrective maintenance.
• Address complex user questions and provide clear guidance.
• Support other help desk technicians when advanced assistance is needed.
• Deliver concise operational updates to customer teams.
• Follow and maintain SOPs and SLAs.
• Maintain and update the ticket‑tracking system.

Benefits

• flexible time off benefit
• robust learning resources
• competitive compensation
• benefits and learning and development opportunities
• 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: Senior
• Education Level: High school or GED