Cyber Incident Response Analyst - Service Desk / Active Top Secret
Peraton
- Arlington, VA
- $86,000-138,000 per year
- Permanent
- Full-time
- Duties include ingesting, identifying, logging, categorizing, performing initial triage, assigning, and resolving incidents and requests.
- Manage the lifecycle of incident and request tickets in accordance with interface agreements. performing customer relationship management activities with mission partners, internal coordination and follow up for distributed actions.
- Ensure compliance with defined processes, procedures, work instructions, and program requirements.
- Provide detection, identification, and reporting of possible cyber, physical, and communications threats.
- Perform cyber, physical, and communications incident trend analysis and reporting functions.
- Characterize and preform analysis of potential threat activities.
- Perform Cyber, Physical, and Communications triage and make proper recommendations which enable expeditious remediation.
- Interact with government Program Manager for the service desk regarding operational issues.
- Ensure timely and effective response to internal and external mission partners.
- Follow the appropriate incident escalation and reporting procedures.
- Seek to improve the quality, productivity, and culture of the service desk environment.
- Coordinate distribution of incidents and service requests.
- Conduct effective shift transition actions and procedures.
- Bachelor’s degree and 5 years of related experience or a Master’s degree and 2 years of experience. An additional 4 years of experience may be considered in lieu of degree.
- At least 3 years in a WATCH Operations Center or Security Operations Center (SOC).
- Knowledge and understanding of customer service techniques.
- A willingness to learn new tools and technologies and take on new responsibilities as assigned.
- Security+ certification.
- U.S. citizenship and an Active Top Secret security clearance w/ SCI eligibility.
- In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.
- TS/SCI security clearance.
- Experience working with a customer service-oriented environment.
- Experience providing service desk/call center support.
- Knowledge of Microsoft Office suite.
- Experience in using the Remedy and ServiceNOW ticketing platforms.
- Exceptional communication skills.
- Customer and detail oriented and possess good decision-making ability.