Network and Systems Technician

Network and Systems Technician

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI is seeking a Network & Systems Technician to join our technical operations and management team on a contract supporting the Department of Homeland Security. The position supports the management and maintenance of existing unified communications, video conferencing systems, and network infrastructure in a 24/7/365 environment. They will troubleshoot, resolve incidents, document for root cause analysis, complete requests, and maintain enterprise servers and network devices.

Responsibilities:

• Manage, troubleshoot, and maintain Unified Communications and VoIP system endpoints (Cisco CM, CMS, VTC, Microsoft Teams).
• Ensure compliance with current security policies and remediation.
• Identify, isolate, and classify network faults identified manually or via network management tools.
• Respond to dispatch requests to resolve incidents and provide smart hands assistance at DHS sites.
• Rack/un-rack, install/uninstall, repair/replace, and set up/rebuild servers and network devices in network/computer rooms.
• Ensure compliance with current security policies and remediation.
• Apply modern configuration management practices to endpoint management.
• Proactively monitor and measure systems performance to detect trends and catch problems before users are impacted.
• Respond to systems alerts, triage, troubleshoot, and resolve incidents.
• 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, Tier II, and other support teams.
• Document, track, and coordinate incidents in ServiceNow.
• Join troubleshooting bridge calls for major incidents.
• Perform patching, updates, upgrades, refreshes, and other maintenance activities.
• Communicate directly with end-users to resolve issues and complete requests.
• Assist with postmortem related activities and support various efforts related to operational improvements.
• Implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests based on recommendations from management.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train to support other technical tasks and responsibilities.
• Conduct knowledge-sharing sessions with more junior members of the team.
• Perform additional duties as assigned.

Qualifications:

Required: 

• Ability to obtain DoD Security Clearance.
• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred.
• BA/BS + 9 years of applicable experience.
• At least one of the following certifications: Relevant Microsoft Windows administrator certification, Cisco Certified Network Associate (CCNA), COMPTIA A+, Network+, or Security+ Certification.
• ITIL Foundation certification (not required to start but expected to attain in the first six months).
• Hands-on experience with products such as: Cisco Unified Call Manager (CUCM), Cisco VoIP, Cisco Meeting Management (CMM), Cisco Meeting Server (CMS), Cisco Telepresence Management Suite (TMS), Cisco Unified Contact Center, Expressway, WebEx, and Microsoft Teams.
• Experience with implementing, troubleshooting, and maintaining UC-related technologies, such as telephony/voice mail, video streaming, video teleconferencing, enterprise web conferencing, SIP Trunking, Instant Messaging, Chat, and Presence.
• Knowledge of Active Directory management & administration.
• Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle.
• Ability to travel locally within the National Capital Region and long distance (within the continental United States) up to 15%.
• Work after hours/on-call rotation to respond to incident escalations.
• Ability to perform troubleshooting on Windows Operating Systems (Windows 11 and Server), Microsoft Office 365, Active Directory, network issues, print server.
• Ability to learn new technologies quickly (servers, switches, virtual hosts, etc.).
• Experience with patch management software (e.g., SCCM).

Desired:

• Previous DHS or DoD experience.
• Relevant hands-on Microsoft