IT Operations Support Analyst (DoD)

Job Description:
Position Summary:
Interested in steering your career in a meaningful direction and into a long-term line of business where you will have the opportunity to grow your skills and work in an environment that is both collaborative and dynamic? You might be comfortable in your role now, but have you thought about joining an organization where you would be part of a significant strategic growth plan centered on human capital systems and other ERP lines of business, not where you are just an employee on one project assignment? CACI is looking for great people who are interested in working with other great people who want to make an impact with their work. We offer great pay and benefits, the ability to obtain new skills, and the opportunity to join a stable company that has a long-term history of growth over fifty years.
CACI is making a significant impact to the Army by developing and integrating the Army's Integrated Personnel and Pay System-Army (IPPS-A). Why does this matter? IPPS-A is the Army's future Web-based Human Resources (HR) solution to provide integrated HR capabilities across all Army Components. IPPS-A is designed to alleviate the Army's current reliance on 45 stove-piped HR systems that do not efficiently share information with one another. As a result of its implementation, IPPS-A will provide a centralized resource for Soldiers, Leaders, and HR Professionals to better manage personnel and pay information. Join us to be a part of this exciting and monumental effort - once complete, IPPS-A will be the largest integrated personnel and pay system in the world!
Duties and Responsibilities:
The Operations Support staff will provide application and systems operations technical support. Support responsibilities will encompass monitoring and managing scheduled application execution cycles, monitoring technical dependencies, identification, management and resolution of routine operations incidents, development of standard knowledge base and FAQ procedures. This role will evolve to a lead position in the Tier II service center operations.
The candidate should have previous experience as an Operations Analyst and have demonstrated experience supporting a large mission application that has 24/7/365 support requirements.
Candidate will:
- Learn new applications and related software applications and hardware devices.
- Use technical knowledge of networks, servers, IT cybersecurity systems, etc.
- Identify root causes quickly, and resolve issues proactively before end users are affected.
- Troubleshoot problems with connectivity to critical services
- Collect, monitor and implement application performance monitoring strategies to track impacts to critical development productivity.
- Provide polite and friendly customer service, and attempt to resolve escalated Tier II incidents
- Provide support provided within established policies and procedures
All interaction will be fully documented in the Ticket Management System, including descriptions of incident status and solutions details. This position may require shift work or on-call support, in a quick response operations support 24/7/365.
Duties and Responsibilities:
- Monitor application cycles, deployment processes, system operating parameters, SLA?s and system systems incidents and problems
- Create, monitor, and analyze tickets from end users? phone calls and emails about technical issues
- Incident investigation and root cause analysis research
- Answer, review, and respond to issues from the customer to provide expedient and accurate issue resolution
- Contact the customer for additional information as required
- Collaborate with Test, Data, Infrastructure, Security and Business Intelligence teams and others to gather details and troubleshoot issues
- Process management and execution
- Escalate incidents as necessary
- Update tickets to ensure completeness of data and ensure sufficient details are provided to allow for efficient troubleshooting and resolution
- Ensure all tickets are acted on promptly, effectively and closed out promptly
- Expected to maintain an updated working knowledge of SharePoint, and application monitoring applications and current service desk processes and procedures
- Able to rapidly answer and document frequently asked questions and/or provide solutions to common problems in order to optimize support and meet required service levels
- Must be willing to support first, second or third work shifts as required.
Required Qualifications:
Active Secret Security Clearance
- A Bachelor?s or advanced degree in a related discipline, or equivalent combination of education and experience
- 3 ? 5 years of experience in a technical operations support role
- 2+ years? experience as a Customer Service Specialist
- Incident management under ITIL framework
- Demonstrated ability to work independently
- Demonstrated excellence in verbal and written communication skills
- Demonstrated ability to share knowledge and collaborate across teams, and experience in driving problems to completion
- Secret Clearance
Company Description:
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian clients. A member of the Fortune 1000 Largest Companies and the Russell 2000 Index, CACI provides dynamic careers for approximately 15,000 employees working in over 120 offices worldwide.
CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.
Primary Work Location: Crystal City, Arlington, VA 87d8f3f84ae64bef97cd53d3131c57e6

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