Tier 2 Support Analyst

CACI International•O'Fallon, IL

1d•$57,500 - $117,900•Onsite

About The Position

Join a fast paced, mission driven environment supporting DoW transportation systems. As a Tier 2 Support Analyst, you will triage, analyze, and resolve Tier 2 support tickets for the DPS system—working directly with government personnel, internal engineering teams, and program leadership to maintain system readiness and user satisfaction. You will help ensure smooth PCS experiences for service members by identifying issues, providing root cause analysis, and driving timely fixes across multiple applications. Tier 2 Support team members are part of a collaborative, high-performing group that values continuous learning, cross-team support, and strong communication. Employees in this role frequently assist one another, adapt to fluctuating ticket volumes, and contribute to documentation and readiness across DPS operations.

Requirements

3+ years of experience in customer service, technical support, product/application support, or similar fields.
Ability to systematically troubleshoot issues involving software, configuration, data, and system integrations.
Strong written and verbal communication skills with the ability to clearly explain technical concepts.
Experience documenting findings, managing queues, and working in ticketing systems.
Must be able to obtain and maintain a Secret Clearance.

Nice To Haves

Experience supporting DoW systems or familiarity with military processes.
Knowledge of Oracle-based products or data-driven applications.
Ability to self-manage workload, prioritize issues, and proactively seek clarification when needed.

Responsibilities

Analyze, troubleshoot, and resolve Tier 2 technical issues involving system configuration, data flow, user roles, communications, and application functionality.
Monitor and manage help desk queues to ensure timely SLA compliant resolution.
Perform case triage, confirm priorities, document findings, and provide complete lifecycle communication for each ticket.
Support smoke testing and validation following deployments or maintenance events.
Collaborate extensively with developers, testers, program managers, and government stakeholders.
Assist with weekly support reporting and trend analysis for leadership