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CACI International Tier II O&M Senior in National Harbor, Maryland

Tier II O&M Senior

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

CACI is seeking an Tier II O&M Senior to join our Tier II technical operations and maintenance team on a contract supporting Department of Homeland Security.

The Tier II O&M Senior will provide technical expertise and respond to monitoring alerts and manage incidents to resolution in a 24/7/365 environment. They will work closely with other operations and engineering teams to quickly identify issues impacting the enterprise, triage, resolve incidents, document for root cause analysis, and complete pre-defined requests. This is not a people manager position.


Serve as an Tier II O&M Senior on a team responsible for break/fix and completing pre-defined requests. Responsibilities include:

  • Lead in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions.

  • Assist the manager with team scheduling and delegating duties and tasks within the team or across multiple teams.

  • Ensure proper monitoring of systems or support requests are implemented for optimal uptime, customer service, and support.

  • Possess excellent problem-solving and customer service skills, as well as extensive experience with desktop support, software applications, server support, and network/systems administration.

  • Work closely with other support teams to ensure incident events are handled in a timely manner.

  • Handle incoming technical escalations from Service Desk, Network Operations Security Center, and other support teams.

  • Draft and send incident notifications to government stakeholders and other support teams.

  • Monitor and perform health checks of systems critical to infrastructure.

  • Document, track, and coordinate incidents in ServiceNow.

  • Escalate unresolved issues to Tier III.

  • Joins troubleshooting bridge calls for major incidents.

  • Perform Tier II-level administration tasks to fulfill pre-defined requests and tasks.

  • Perform patching, updates, upgrades and other maintenance activities.

  • Communicate directly with end-users as necessary, to resolve issues and complete requests.

  • Assist with postmortem related activities and support various efforts related to operational improvements.

  • Based on recommendations from management, implements new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.

  • Prepare and send reports on incident status and performance of request fulfillment.

  • Create and update documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.

  • Continuously cross-train team in systems and network administration.

  • Perform additional duties as assigned.

Required Qualifications:

  • Ability to obtain DoD Security Clearance

  • Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred

  • BA/BS + 8 years of applicable experience

  • At least one of the following certifications:

  • Relevant Microsoft Windows administrator certification

  • Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNp)

  • COMPTIA A+, or Network+, or Security+ Certification

  • ITIL Foundation certification (not required to start but expected to attain in first six months)

  • Work on-call rotation to respond to incident escalations.

  • Excellent troubleshooting and problem-solving skills on Windows Operating Systems (Windows 10 and Server), Microsoft Office 365, Active Directory, network issues, print server

  • Experience with patch management software (e.g., SCCM)

  • Experience using Service Now service management software (or similar tool) to track incidents and service requests through the full lifecycle

  • Ability to learn new technologies quickly (servers, switches, virtual hosts, etc.)

  • Advanced experience with Active Directory management & administration

Preferred Qualifications:

  • Previous DHS or DoD experience

  • The following certifications is highly desired:

  • Relevant hands-on Microsoft Windows administrator certification

  • COMPTIA A+, or Network+, or Security+ Cisco Certified Network Professional (CCNP)

  • ITIL Foundation

  • Knowledgeable of Problem Management best practice and processes

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.


Company Overview: 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 an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.