Cyber Case ManagementService Desk Agent
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Job Location:
Washington, AR - USA
Monthly Salary:
$ 66000 - 106000
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Responsibilities
Peraton is seeking an experienced Cyber Case Management/Service Desk Agent for its Federal Strategic Cyber sector.
Location: Arlington. VA and Washington DC (On-Site Full-time)
As the nations 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.
In this role you will:
- Perform shift work supporting the Cybersecurity and Infrastructure Security Agency (CISA) 24x7 Operations Center.
- Execute the overarching process of ingesting triaging assigning monitoring and resolving cyber incidents impacting Critical Infrastructure entities Federal Civilian Executive Branch (FCEB) and State Local Tribal and Territorial (SLTT) Departments/Agencies.
- Monitor emails phones and web portal submissions of cyber incident data to assign for Tier 2 support.
- Follow up with CISA staff and stakeholders to ensure incident lifecycle execution.
- Draft organizational documentation such as Standard Operating Procedures Work Instructions etc.
- Identify opportunities to increase the efficacy of cyber incident report handling and workflows.
- Understand cyber physical and communications incident trend analysis and reporting functions.
- Correlate and associate potential threat activities to inform senior leader decision makers.
- Ensure timely and effective response to internal and external mission partners.
- 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.
Duties may also include but are not limited to:
- Manage the lifecycle of information assistance and service requests.
- 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.
- Provide guidance to the general public on cyber issues as needed.
- Act as a resource for colleagues with less experience.
#CISA
Qualifications
Basic Minimum Requirements:
- BS/BA with 3 years of related experience. An additional 4 years of experience may be considered in lieu of degree.
- Minimum of 1 year in an Operations Center or Security Operations Center (SOC).
- Knowledge and understanding of customer service techniques and experience providing Service Desk or call center support.
- Demonstrated exceptional communication skills and the ability to stay calm in high stress events while maintaining good decision-making focus and prioritizing capability and skills.
- Demonstrated self-motivation problem solving and critical thinking skills and characteristics.
- U.S. citizenship required and an active Top Secret Security Clearance
- In addition selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.
Preferred Qualifications:
- ITIL Foundation Certification.
- Security certification.
- Knowledge of Microsoft Office suite.
- Experience in building operational workflowmodels.
- Technical Writing Skills.
- Experience using the ServiceNow ticketing suite.
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider we deliver trusted highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land sea space air and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day our employees do the cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.
Target Salary Range
EEO
Required Experience:
Unclear Seniority
Key Skills
- Customer Service
- Hotel Experience
- Hospitality Experience
- Computer Skills
- Upselling
- Medical office experience
- Office Experience
- Computer Literacy
- Front Desk
- Guest Services
- Cash Handling
- Phone Etiquette
About Company
Peraton provides innovative solutions for the most sensitive and critical programs in government today, developed and executed by scientists, engineers, and other experts.
