Cyber Case Management/Service Desk Agent / Active Top Secret
$66,000–$106,000 year
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Conduct 24x7 Watch Center support for the Cybersecurity and Infrastructure Security Agency by ingesting, triaging, assigning, and resolving cyber incidents impacting critical infrastructure and government entities. Monitor emails, phones, and web portals for incident data, then draft Standard Operating Procedures and correlate threat activities to inform senior leadership. Manage the lifecycle of service requests, ensure compliance with defined procedures, and provide guidance to the general public on cyber issues. Follow up with stakeholders to guarantee effective incident response and improve information sharing across the reporting life cycle.
Required Qualifications
- 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
- Ability to stay calm in high stress events
- Maintaining good decision-making
- Focus
- Prioritizing capability and skills
- Demonstrated self-motivation
- Problem solving
- Critical thinking skills
- U.S. citizenship
- Active Top Secret Security Clearance with SCI eligibility
- Ability to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment
Desired Qualifications
- ITIL Foundation certification
- Security+ certification
- Knowledge of Microsoft Office suite
- Experience in building operational workflow models
- Technical Writing Skills
- Experience using the ServiceNow ticketing suite
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