Tier 2 Support Analyst

CACI International Inc; O'Fallon (IL); On-site; USD 58,000 - 118,000; Full time

Job summary

CACI International Inc is seeking a Tier 2 Support Analyst to triage, analyze, and resolve complex tickets for the DPS system, supporting DoW transportation programs. You will work with government personnel, engineering teams, and leadership to maintain system readiness and user satisfaction.

In this full-time role, you will monitor queues, perform case triage, document findings, and communicate updates through the ticket lifecycle.

Qualifications

• 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.

Responsibilities

• Analyze, troubleshoot, and resolve Tier 2 technical issues across system configuration and data flow.
• Monitor and manage help desk queues to ensure timely SLA-compliant resolution.
• Perform case triage, priorities, document findings, and communicate status for each ticket.
• Support smoke testing and validation after deployments or maintenance.
• Collaborate with developers, testers, program managers, and government stakeholders.
• Assist with weekly support reporting and trend analysis for leadership.

Skills

Customer service

Technical troubleshooting

Communication skills

Ticketing systems

Secret Clearance

Tools

Ticketing systems

Job description

Job Title: Tier 2 Support Analyst

Job Category: Logistics

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

* * *

The Opportunity

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.

Work Environment

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.

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.

Qualifications

• 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.

Desired

• 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.

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.

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.

The Proposed Salary Range For This Position Is

$57,500-$117,900

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.