SOS International LLC Cyber Incident Response Analyst 2/3 in Arlington, Virginia
Cyber Incident Response Analyst 2/3
Job ID: 2017-153
STG, Inc. has an immediate opportunity as a Cyber Incident Response Analyst located in Arlington, Virginia. This position will support Department of Homeland Security, which provides cutting edge Cyber, Information Assurance and Security Services.
The selected applicant will become part of the United States Computer Emergency Readiness Team (US-CERT), responsible for analyzing and reducing cyber threats and vulnerabilities, disseminating cyber threat warning information, and coordinating incident response activities. US-CERT provides advanced network and digital media analysis expertise and defends against malicious activity targeting networks within the United States and abroad.
The Cyber Incident Response Analyst will provide effective front line support leveraging service desk ticketing system, telephone, and email communications.
Support the service desk shift lead in operational activities.
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 within the NCCIC ticketing system.
Conduct effective shift transition actions and procedures.
Coordinate and report incidents of significance to NCCIC leadership.
Coordinate incident response actions across all components of the NCCIC.
Duties may also include but are not limited to identifying, logging, categorizing, performing initial triage, routing, 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, and compliance with defined processes, procedures, work instructions, and program requirements.
Basic Qualifications: To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below. This requisition may be filled at a higher grade based on qualifications listed below.
Bachelor’s Degree in Computer Science or a related technical field
2 years of related technical experience for a level 2 role, 5 years for a level 3 role.
Active Top Secret Security clearance with the ability to obtain a TS/SCI is required. In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.
Knowledge and understanding of customer service techniques and a willingness to learn new tools and technologies and take on new responsibilities, as assigned.
Must be customer and detail oriented and possess good decision-making ability.
Preferred Qualifications: Candidates with these preferred skills will be given preferential consideration:
Experience in using the Remedy ticketing suite.
Experience working with a customer service oriented environment.
Experience providing service desk/call center support.
Knowledge of Microsoft Office suite.
Exceptional communication skills.
Ability to support multiple shifts and 1-2 weekend days a month is a plus.
The employment policy of STG, Inc. is to provide equal employment opportunity for all qualified employees and applicants without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status and to ensure affirmative action is taken in fulfillment of this policy.