Mission IT Frontline Account Manager (TS/SCI with Poly)

CACI; Chantilly (VA); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

CACI is seeking a Service Center Frontline Account Manager to act as the first point of contact for a large government organization in a 24x7 environment. The role blends Service Desk and Mission IT Operator duties, delivering customer-facing support and operational monitoring to ensure continuity of service and rapid issue resolution.

The ideal candidate will triage incidents, manage tickets, support Windows and Linux systems, and coordinate with Tier 2/3 teams, while maintaining documentation

Qualifikationen

• Must have active TS/SCI with Polygraph.
• Current DoD 8570 IAT Level II Certification (e.g., Security+) required.
• Associate's Degree in a related technical field or 3-5 years of equivalent hands‑on experience supporting enterprise IT operations in lieu of formal education.
• Minimum 3 years of experience in Help Desk support, IT service desk, or systems administration roles.
• Proven ability to work shift-based schedules, including nights, weekends, holidays, and 12-hour shifts, to support 24x7 mission-critical operations.
• Demonstrated customer service orientation, with experience supporting end users across phone, email, and walk-up service channels.
• Experience with Mic

Aufgaben

• Provide first-level technical support in a 24x7 world-class service center, responding to inbound incidents and service requests via phone, email, and walk-up channels.
• Deliver frontline support for system, application, network, and infrastructure issues, ensuring fast, accurate triage and resolution.
• Create and manage support tickets in a web-based ITSM/CRM platform while actively troubleshooting and communicating with end users.
• Perform initial assessment, triage, and resolution for common incidents; elevate complex or critical issues to Tier 2 or appropriate technical teams.
• Analyze, troubleshoot, and resolve issues involving end-user systems, servers, storage, network connectivity, and security controls.
• Conduct system administration tasks and maintain configuration documentation for assigned infrastructure.
• Provide face-to-face (walk-up) support where applicable, ensuring responsive, courteous customer service.
• Monitor system performance and alerts, identifying and correlating potential issues, and initiating corrective actions as needed.
• Maintain high situational awareness during live incidents and contribute to after-action reviews by capturing the state of the environment and resolution details.
• Restart system services and hardware as required; act as a single point of contact for troubleshooting, service restoration, and escalation.
• Interface daily with internal stakeholders, government personnel, and international partners, often under high visibility and operational urgency.
• Ensure resolution of all tickets and incidents in line with Service Level Agreements (SLAs) while providing timely and transparent communication to users.
• Document solutions, update knowledge bases, and contribute to user self-help resources to enable continuous service improvement.
• Alert management to recurring issues or trends, recommending proactive mitigation strategies. Maintain privileged access across multiple systems, adhering to strict compliance and security standards. Support new infrastructure deployments and projects as assigned, ensuring alignment with mission requirements and system integrity. Work collaboratively with global 24x7 support teams, maintaining high operational standards and visibility into ongoing actions.
• Work collaboratively with global 24x7 support teams, maintaining high operational standards and visibility into ongoing actions.

Kenntnisse

Technical aptitude

Customer service

Ausbildung

Associate's Degree in a related technical field

Tools

Microsoft Windows

Jobbeschreibung

CACI is seeking a Service Center Frontline Account Manager to act as the first point of contact for a large government organization in a 24x7 environment. The role blends Service Desk and Mission IT Operator duties, delivering customer-facing support and operational monitoring to ensure continuity of service and rapid issue resolution.

The ideal candidate will triage incidents, manage tickets, support Windows and Linux systems, and coordinate with Tier 2/3 teams, while maintaining documentation