Cyber Incident Response Analyst- Junior
$83,500–$83,500 year
On-siteWashington, District of Columbia, United States or Washington, United States
Job Summary
Provide first-line support for incidents and technical issues reported by client staff and customers, categorizing and escalating cases according to severity and Standard Operating Procedures. Coordinate with regional teams, private-sector entities, and partners to ensure full incident lifecycle execution, while maintaining oversight of shared mailboxes, incoming reports, and phone systems for efficient routing. Perform correlation analysis across cyber, physical, and communication threats to enhance situational awareness and support leadership with daily, weekly, and monthly reports on emerging patterns. Participate in shift synchronization meetings to ensure seamless 24/7 Operations Center transitions.
Required Qualifications
- Bachelor's degree in a related discipline such as Homeland Security or Business, or a combination of education, technical training and equivalent experience
- CompTIA Security+ CE Certification
- ITIL v4/v5 Certification
- Demonstrated experience in delivering high-quality customer service, with a strong understanding of support workflows and client engagement best practices
- Must have between zero (0) and two (2) years of related experience
- Some travel may be required to Continuity of Operations sites
- U.S. Citizen
- Ability obtain and maintain Top Secret/SCI security clearance and DHS Fitness
- Must be able to work varying hours 8-12 hours depending on needs to support 24/7/365 operations
- Must be able to pass a background check
- Minimum 2 years working directly with customer and service desk functions for WATCH Operations Center or Security Operations Center (SOC)
- Skilled in utilizing Amazon Connect for managing customer interactions and contact flows
- Demonstrated knowledge and understanding of customer service techniques, demonstrated experience providing service desk or call center support
- Exceptional communication skills and ability to stay calm in high stress events while maintaining good decision making, focus, and good prioritization skills
- Experience working with a Service Desk platform such as ServiceNOW or Remedy
- Experience working with ServiceNOW and another alternative platform such as Remedy
- High proficiency in Microsoft Office; including but not limited to: Word, Excel, PowerPoint, and other general software applications
- Must be physically and mentally able to perform duties extended periods of time
- Must be able to use a computer and other office productivity tools with sufficient speed to meet the demands of this position
- Must be able to establish a productive and professional workspace
- Must be able to sit for long periods of time looking at computer screen
- May be asked to work a flexible schedule which may include holidays
- May be asked to travel for business or professional development purposes
- May be asked to work hours outside of normal business hours
Desired Qualifications
- Additional (2) two years of experience may be substituted with an Associate's degree
- Additional (4) four years of military and/or operations environment experience may be substituted with a high school diploma
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