Cyber Case Management/Service Desk Agent

Peraton•Washington, DC

37d•Onsite

About The Position

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 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. 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

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.

Nice To Haves

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.

Responsibilities

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.
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.