Mid-Level Cyber Incident Management/Service Desk Analyst

Responsibilities
As the nation's risk adviser, we (CISA) help our partners strengthen their own capabilities and connect our stakeholders in industry and government to each other and to resources, analyses, and tools to help them build their own cyber, communications, and physical security and resilience, and in turn, strengthening national resilience.
Peraton is seeking an experienced Mid-level Cyber Incident Management/Service Desk Analyst for its' Federal Strategic Cyber sector, located in Arlington, VA
In this role, you will:

• Provide first-line support in a 24 x 7 Ops Center for incidents and technical issues reported by CISA staff and customers.
• Monitor shared CISA email boxes for incidents and assign them appropriately to the Tier 2 Analysts for action.
• Respond to requests for assistance in person, via phone, or email.
• Develop and execute the overarching process of receiving, triaging, assigning, tracking, closing, and finalizing the record of reported incidents.
• Recommend improvements to the ITSM.
• Follow up with CISA staff and customers to ensure that issues have been resolved.
• Draft organizational documentation such as, Standard Operating Procedures, Work Instructions, etc.
• Ensure tactical implementation of the incident reporting processes, staffing, and technologies.
• Identify opportunities to increase the efficacy of Cyber Incident report handling and workflows.
• Document challenges, coordinates across teams to identify opportunities for process improvement, and recommend solutions to ensure incident reporting apparatus success.
• Understand cyber, physical, and communications incident trend analysis and reporting functions.
• Correlate and associate potential threat activities to inform senior decision makers.
• Ensure timely and effective response to internal and external mission partners.
• Validate the appropriate incident escalation and reporting procedures.
• Seek to improve the quality, productivity, and sharing of information pertaining to the incident reporting life cycle.
• Certify coordination and distribution of incidents and service requests.
• Provides guidance to Junior level Agents.

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 and external stakeholders
• Perform internal coordination and follow up for distributed actions.
• Ensure compliance with defined processes, procedures, work instructions, and program requirements.
• A willingness to learn new tools and technologies and take on new responsibilities as assigned.

Qualifications
Basic Requirements:

• Bachelor's degree plus 5 years of related experience, Master's degree plus 3 years of relevant experience, or PhD plus 0-2 years of relevant experience. An additional 3 years of experience may be substituted with an Associate's Degree, and additional seven (7) years of experience may be substituted with a high school diploma.
• Minimum of 3 years in an Operations Center or Security Operations Center (SOC).
• Demonstrated knowledge and understanding of customer service techniques and experience providing Service Desk or call center support.
• Proficient with MS Office Suite.
• Demonstrated exceptional communication skills and ability to stay calm in high stress events while maintaining good decision-making, focus, and good prioritization skills.
• Demonstrated self-motivated, problem solving, and critical thinking skills and characteristics.
• Active Security+ certification or cybersecurity experience.
• U.S. citizenship
• An active Top Secret security clearance w/ SCI.
  • In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.

Preferred Qualifications:

• Experience working with a customer service-oriented environment.
• Experience providing service desk/call center support Knowledge of Microsoft Office suite.
• Experience in building operational workflow models.
• Experience using the Remedy and ServiceNow ticketing suite.
• Exceptional written and oral communication skills
• Customer and detail oriented and possess good decision-making ability.

Peraton Overview
Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can't be done, solving the most daunting challenges facing our customers.
Target Salary Range
$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.
EEO
An Equal Opportunity Employer including Disability/Veteran.