Electronic Surveillance System Analyst (Active Top Secret Required)

NANA Regional Corporation-posted 9 months ago
Full-time
Onsite • Fredericksburg, VA
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
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Synteras is looking for an Electronic Surveillance System Analyst to join our team supporting the Federal Bureau of Investigation. In this role, you will be a part of an overall Electronic Surveillance Service Delivery and Service Level Agreement (SLA) Management process for the FBI National Domestic Communications Assistance Center. Candidate must have law enforcement experience and be able to obtain and maintain a Top-Secret clearance. Must have a combination of education and experience demonstrating an understanding of law enforcement and IT service management, incident management, and problem resolutions process, or equivalent.

  • Supports operations of National Domestic Communications Assistance Center (NDCAC) Technical Resource Group (TRG) including the management, operation, and maintenance of associated hardware, software, and processes.
  • Provides timely and expert incident management services in strict adherence to the Service Agreement Level (SLA) metrics and Key Performance Indicators set forth by the program.
  • Documents, coordinates, and answers technical questions and reported incidents from Emergency Responders that report system problems or incidents.
  • Coordinates with the PM/TL to ensure problem solution and user satisfaction.
  • Assists PM/TL with the preparation of status reports and presentation on staff schedules, call volume and ticketing statistics.
  • Administers and maintains the ticket management tool and promote the proper use of the tool.
  • Assists end user with accessing NDCAC services and support.
  • Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions.
  • Acts as the first POC to interact with the NDCAC's federal, state and local LEO contacting the NDCAC for assistance.
  • Evaluates requests for assistance and provides appropriate level of help to the LEO until the issue is resolved or the question answered.
  • Provides assistance by disseminating appropriate LES information to LEOs and directing resources.
  • Assists other NDCAC personnel with problems or issues.
  • Supports the tiered Help Desk architecture.
  • Performs and conduct research of potential resolution of technical issues.
  • Works closely with Engineering, Security, and Systems Administration teams to incorporate customer feedback.
  • Communicates and interacts effectively with internal and external partners.
  • Evaluates tools, best practices, technologies, and approaches to service delivery problems.
  • Maintains standard operating procedures.
  • Active Top Secret (TS) Clearance.
  • Bachelor's degree or equivalent specialized experience.
  • Must have at least five (5) years direct related experience in help desk and network support.
  • A minimum of three (3) years' experience in Information Technology (IT) help desk operations.
  • Experience with criminal investigations in which cyber or electronic surveillance techniques were deployed.
  • Experience with Federal, State and Local criminal law and criminal proceedings.
  • Experience analyzing various types of returns from communications service providers.
  • Possess and demonstrate excellent customer service centric attitude.
  • Be proficient with Microsoft Office products, especially using Excel.
  • Possess an understanding of computer operating systems, networks and hardware.
  • Troubleshooting common desk-top PC and mobile operating systems.
  • Experience with communications technology research, analysis and documentation.
  • Providing technical analyses in Internet and networking technologies and/or electronic surveillance systems.
  • Intelligence/analytical and/or investigative experience specific to social media research.
  • Possession of one or more IT industry certifications such as Net+, A+, Sec+, CCNA, NATIA - Certified Technical Investigator (CTI).
  • Experience as a technically trained Detective/Officer/Analyst.
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