User Support and System Specialist

CACI • Denver, CO

1d • Onsite

About The Position

The Fusion Analysis and Development Effort (FADE) is seeking a dedicated and proactive 24/7 User Support and System Specialist to join their team. In this role, the specialist will leverage operational intelligence experience to support continuous availability and performance of FADE applications (including MIST, Watchbox, Intelbook, Linx, Reports, Sheets, and Drive) by monitoring systems, providing user engagement, data familiarization, and performing first-line troubleshooting. This position requires a commitment to working rotating shifts to provide around-the-clock coverage.

Requirements

• Active and current TS/SCI
• Minimum of 5 years of experience in application monitoring, user support, or a related role
• Established expertise in at least one intelligence discipline multi-INT analytical experience
• Familiarity with multi-INT data sets
• Strong customer service, communication and interpersonal skills
• Willingness to work rotating shifts, including nights, weekends, and holidays

Nice To Haves

• Relevant certification (Security+) is encouraged
• Understanding of system monitoring tools such as Grafana and Kibana
• Prior experience using FADE Applications (MIST, Intelbook, Watchbox, Linx, Reports, and Drive)
• Software testing experience and methodologies
• Excellent problem-solving and analytical skills
• Military service background

Responsibilities

• User engagement
• Direct support to software development efforts using operational IC experience
• Rotating 24/7 system monitoring and help desk support
• First line troubleshooting if/when software issues occur
• Leverage intelligence and operational background to provide timely support to users asking questions or reporting system issues
• Assist end users with tool capability, data familiarization and workflow applicability questions
• Provide in-depth knowledge of critical data layers and help users apply that to operational workflows
• Communicate with users to gather detailed information about issues and provide clear instructions for resolution
• Maintain accurate records of monitoring activities, helpdesk tickets, incidents, and resolutions
• Continuously monitor, across multiple security domains, application performance and system health using monitoring tools and dashboards
• Quickly diagnose application issues and perform initial troubleshooting, providing workarounds when available
• Resolve common issues independently and escalate complex issues to the development and sustainment teams with detailed information and context
• Work with cross-functional teams to ensure issues are resolved efficiently and effectively
• Identify and respond to system alerts and notifications in a timely manner, paging on-call support as required
• Provide round-the-clock coverage through rotation of overnight and weekend shifts
• Work closely with the FADE Mission Operations Engineering (MOE) team to provide detailed reports of incidents that occurred during shifts
• Provide feedback on application performance to developers and sustainment engineers to identify areas for improvement
• Work with the MOE and development teams to understand the latest capabilities to provide the latest information to users
• Collaborate with cross-functional teams to ensure efficient and effective issue resolution

Benefits

• A culture of integrity
• An environment of trust
• Autonomy to take the time you need through a unique flexible time off benefit
• Access to robust learning resources
• A focus on continuous growth
• Competitive compensation
• Benefits and learning and development opportunities
• Broad and competitive mix of benefits options designed to support and protect employees and their families
• 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
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees