Workflow - Queue Coordinator - System Administrator

Job Title: Workflow - Queue Coordinator - System Administrator

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:

We are seeking a highly skilled Systems Administrator to work on-site at Annapolis Junction, MD on the Greenway GES contract. This position works during atypical hours.

Shifts:
Sat-Sun 6am-6pm
M-T 7am-3pm


Responsibilities:
Ticket Management - Workflow Queue Coordinator
• Serve as a central point of contact for ticket routing, providing support via telephone, chat, and email to customers and technicians.
• Validate incoming tickets to ensure they are complete, accurate, and compliant with established documentation and workflow standards.
• Monitor queues and SLAs, prioritizing and assigning tickets according to urgency, impact, and remaining SLA time.
• Track progress of assigned work, following up with technicians or teams to prevent SLA breaches.
• Escalate complex, high-impact, or stalled tickets to higher-level support or management, following defined escalation paths.
• Collaborate with support teams to improve ticket quality, routing accuracy, and overall workflow efficiency.
• This position is mission essential, may include work on holidays when required



Required Skills:

TS/SCI with Poly clearance
HS or GED and 10 Year(s) Experience or Bachelors and 5 Year(s) Experience
Systems Administration
Interpersonal Communication Abilities
SupportIT

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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.

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:

$72,700 - $149,200