Tier 2 Support Analyst — Secret Clearance, Logistics

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

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.