IT Support Engineer - level II

The Opportunity:

Join a dynamic team providing mission-critical technical support for launch operations at a secure government facility. As an IT Support Engineer, you'll be the hands-on technical expert ensuring workstations, secure communications systems, and specialized equipment are mission-ready when it matters most. You'll work face-to-face with launch personnel and mission-critical operators, troubleshooting complex desktop issues, supporting high-stakes launch events, and maintaining the specialized secure phone and video systems that enable successful missions. This fast-paced role combines Tier 2 technical support with the unique challenges of supporting classified launch operations in a secure environment.

Responsibilities:

• Respond to and resolve Tier 2 incidents and service requests through ServiceNow, providing face-to-face technical support to users across launch facilities and contractor support buildings
• Troubleshoot, repair, and replace desktop hardware including workstations, thin clients, thick clients, peripherals, and associated equipment in Windows-based environments
• Configure, maintain, and troubleshoot specialized secure phone and video communication systems used for mission-critical launch operations (non-standard/non-VoIP systems)
• Support Technical Exchange Meetings (TEMs) by developing launch requirements and providing technical expertise for mission planning
• Provide hands-on technical support during launch events, ensuring all systems are operational when mission-critical activities occur
• Diagnose and resolve complex technical issues impacting multiple users, escalating to appropriate technical teams when necessary
• Communicate effectively with launch personnel, mission operators, technical staff, and general office users to understand problems and provide timely solutions
• Document all technical activities, resolutions, and configurations in ServiceNow
• Develop and recommend long-term solutions to recurring technical problems
• Install and configure software, hardware, and network components following established security protocols in a classified environment
• Maintain current knowledge of systems and technologies through vendor documentation, knowledge bases, and collaboration with technical peers

Qualifications:

Required:

• Bachelor's degree and 4 years of relevant IT support experience OR Associate's degree and 8 years of relevant experience OR High School Diploma/GED and 12 years of relevant experience
• U.S. Citizenship required
• Current TS/SCI clearance with a recent polygraph
• Security+ certification (or other DoD 8570 IAT Level II certification)
• Hands-on experience troubleshooting and repairing desktop hardware, workstations, and peripherals
• Experience working in Windows-based environments (thin client and/or thick client)
• Demonstrated ability to provide face-to-face technical support to end users
• Strong customer service and communication skills
• Experience using ticketing systems to document and track technical issues
• Ability to work in a fast-paced, mission-critical environment

Desired:

• ITIL Foundation certification or higher
• Experience with ServiceNow or similar ITSM platforms
• Vendor-specific certifications (Dell, HP, Lenovo, Microsoft, etc.)

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.

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: