Tier II System Administrator (Lead)

Job Description

The CDM Program is managed within the DHS National Protection and Programs Directorate, (NPPD)/Office of Cybersecurity and Communications (CS&C)/Network Security Deployment (NSD) Division, responsible for enhancing the security, resilience, and reliability of the Nation’s cyber and communications infrastructure. The DHS CDM Program mission is to safeguard and secure cyberspace in an environment where the threat of cyber-attack is continuously growing and evolving. The CDM Program defends the United States (U.S.) Federal Information Technology (IT) networks from cybersecurity threats by providing continuous monitoring sensors (tools), diagnosis, mitigation tools, and associated services to strengthen the security posture of Government networks.

Job Description

What You’ll Get to Do:

Under the CDM Defend A contract, CACI provides Tier II and Tier III Service desk support for the CDM Stack. This role is the lead Tier II role for everything but the Dashboard. It reports to the overall Tier II/III Support Manager and leads a team of up to 8. CACI is NOT responsible for Tier I Service Desk support, however the Tier I provider will be escalating tickets to CACI for resolution. You will be relying on a Knowledge Management System for ticket resolution. However, problems faced may be difficult and sometimes complex. Specifically:

• Conduct O&M for the CDM Solution, including the installed suite of Area A CDM tools and sensors; performing patching, upgrades, and replacement of failed components as required
• Provide remote operations and management of servers
• Perform in-depth troubleshooting, coordinating escalation of issues to Tier III and Dashboard services provider
• Create and monitor environmental operational status and utilization
• Provision or decommission servers and virtual machines to meet capacity and utilization needs
• Implement the Service Operations Handbook and knowledge articles to provide remote operations support to dashboard and CDM solution
• Escalate dashboard issues to the Tier III System Administration Services Provider according to procedures defined in the MOA
• Document and track all issues using ticket tracking mechanism, providing recommendations to improve the Service Operations Handbook and FAQs

More About the Role:

• Prepare status reports at least weekly and monthly and complete other reporting requirements as required
• Provide QA for team member’s work
• Responsible for developing, coordinating and maintaining the relevant portions of the Service Operations Handbook and holding team members accountable for following published SOPs.
• Track and report on team’s performance via formal performance metrics
• Coordinate and lead outage or security incident responses related to the components of the CDM Solution

You’ll Bring These Qualifications:

• Must meet eligibility requirements for access to classified information and be clearable to a Department of Homeland Security (DHS) EOD clearance. Active clearance preferred.
• 5+ years of IT experience, including Help Desk or Service Desk experience
• 3+ years of systems application troubleshooting experience
• Experience with Service Now and/or Remedy Ticket Management Systems
• Familiar with ITIL processes
• Must be able to support 8:00am-6:00pm help desk hours within staggered shift work Monday-Friday and possible on-call duties. This position may support a 24x7 shift schedule in the future.

These Qualifications Would be Nice to Have:

• Active DHS EOD or DoD Security Clearance preferred
• BA/BS
• Security+ Certification
• Experience providing server support in a Linux/Unix environment preferred
• Security System Application Help Desk or Service Desk experience preferred
• Experience deploying, configuring and/or troubleshooting one or more of the following highly preferred:
  • SailPoint
  • ForeScout
  • McAfee ePO/Policy Auditor
  • Retina Security Scanner
  • Tenable Nessus
  • CyberArk
• Clear and proven communicator. Must be able to work well in an environment where they are facilitating a large group of government and other contractor personnel to achieve a common goal.
• Detail oriented – must be able to recognize critical elements of successful operations and then hold themselves accountable for meeting those critical elements.
• 1+ years of experience in a Help Desk or Service Desk Lead or Manager role
• Flexibility – The environment is very dynamic. You will be expected to keep up with the changing environment while ensuring a high level of operational effectiveness
• Team Player – This role is part of a much larger team. You will be expected to support the overall Operations Team and Team CACI’s mission.

What We Can Offer You:

• We’ve been named a Best Place to Work by the Washington Post.
• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive benefits and learning and development opportunities.
• We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
• For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location

US-Chantilly-VA-VIRGINIA SUBURBAN

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.