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Customer Support Specialist

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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What You’ll Get to Do:

Work with a purpose! Interested in steering your career in a meaningful direction where you will have the opportunity to work in a collaborative and dynamic environment? CACI is making a significant impact to the Army by developing and integrating the Integrated Personnel and Pay System-Army (IPPS-A), the Army's web-based Human Resources (HR) solution across all Army Components. IPPS-A provides a centralized resource for Soldiers, Leaders, and HR Professionals to better manage personnel and pay information. CACI is looking for great people who are interested in making an impact with their work. Join us to be a part of this exciting and monumental program, IPPS-A has been certified by PeopleSoft as the largest integrated personnel and pay system ever deployed!”

The CACI Team is looking for a Senior Tier 2 Help Desk Analyst to fill a position in Arlington, VA. The candidate will provide incident resolution to Army customers with IT problems related to IPPS-A, a PeopleSoft application. You will have the responsibility for analyzing business processes and identifying solutions to ensure mission critical transactions can be completed in the system by Army end users. You will oversee other Help Desk Analysts and assist with day-to-day help desk tasks to include administering staff schedules, assisting in the refinement of current case management processes, and expanding cross-functional collaboration.

More About the Role:

+ Assist with the management of the overall Tier II team and directly manage Tier II help desk professionals.

+ Conduct analysis of problems and provide resolution to customers, typically in writing and sometimes verbally.

+ Provide consultative and analytic analysis and problem solving for Oracle PeopleSoft and Non-PeopleSoft application-related issues.

+ Analyze business process breakdowns and identify solutions to enable mission critical processes to be completed by system users.

+ Improve current service desk processes and procedures and champion continuous service improvement initiatives to meet or exceed customer-defined Acceptable Quality Levels of team performance.

+ Escalate incidents to advanced help desk (e.g., Tier III) support as appropriate and partner with senior functional resources and developers to resolve problems.

+ Develop and maintain an updated functional knowledge of Army systems integrated with IPPS-A to inform issue resolution.

+ Collaborate with external agencies on issues pertaining to the system and its functionality.

+ Maintain a good working relationship with the Army Human Resources Command liaisons while working on sensitive cases.

+ Lead customer and internal cross-team training sessions and conduct meetings.

+ Document all incident status and solutions.

**This position may require shift work in support of a 12x7 service level agreement, excluding federal holidays, and on-call critical incident support if requested by the custom** er.

You’ll Bring These Qualifications:

+ Bachelor’s degree in IT, Business, or related discipline

+ At least 3 - 5 years of directly related experience

+ Experience in troubleshooting and root cause analysis

+ Current and active secret clearance or ability to obtain a secret clearance

+ Able to obtain CompTIA A+ certification within 3 months of joining IPPS-A

+ Understanding of common human resources issues

+ Excellent verbal and written communication skills

+ Experience in preparing and updating instruction manuals and SOPs

+ Understanding of internet security and data privacy principles

+ Good teamwork, problem-solving, and analytical skills

These Qualifications Would be Nice to Have:

+ Experience working in an Oracle environment

+ Basic ability to run SQL queries, develop queries and investigate data

+ Provisioning and Application Security experience

+ Experience with PeopleSoft Human Resources

+ Experience supporting DoD Army Human Resource Community customers

+ Strong follow-up and organizational skills

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

**Your potential is limitless.** So is ours.

Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)

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**Pay Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. 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. Learn more here (https://careers.caci.com/global/en/employee-benefits) .

The proposed salary range for this position is:

$59,600 - $122,100

_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._