Electronic Surveillance System Analyst - Lead (Active Top Secret Clearance Required)

Akima, LLC•Fredericksburg, VA

2d•Onsite

About The Position

Suvi, an Akima Company is seeking an Electronic Surveillance System Analyst - Lead to join their team supporting the Electronic Surveillance Service Delivery and Service Level Agreement (SLA) Management processes for the FBI’s National Domestic Communications Assistance Center (NDCAC). This role involves supporting the operations of the NDCAC Technical Resource Group (TRG), managing associated hardware, software, and processes, and providing expert incident management services in adherence to SLA metrics and Key Performance Indicators. The analyst will document and address technical questions and incidents from Emergency Responders, coordinate with program management for solutions and improvements, and assist with status reports. A key responsibility includes administering and maintaining the ticket management tool, ensuring quality documentation and resolution of user incidents. The role also involves assisting end-users with accessing NDCAC services, applying advanced diagnostic techniques for problem-solving, and potentially participating in website/SharePoint administration. The analyst will serve as the primary point of contact for federal, state, and local law enforcement agencies contacting the NDCAC, evaluating requests, providing assistance, and disseminating relevant information and resources. Collaboration with internal teams like Engineering, Security, and Systems Administration is expected to incorporate customer feedback and address support concerns. The position requires evaluating tools and best practices for service delivery and maintaining standard operating procedures.

Requirements

Active Top Secret security clearance.
Bachelor’s degree or equivalent specialized experience.
At least 5 years of direct related experience in help desk and network support.
A minimum of 3 years of experience in Information Technology (IT) help desk operations with familiarity in troubleshooting, operating and maintaining IT systems.
Experience with criminal investigations in which cyber or electronic surveillance techniques were deployed and successfully executed to apprehend criminals (i.e. candidate could have been an affiant in a Title 3 or pen-register/trap-trace court order or a member of the computer crime or computer forensic investigation team).
Experience with Federal, State and Local criminal law and criminal proceedings. (i.e. has sworn out and executed search warrants and court orders. Particularly against communications service providers such as AT&T, Verizon, T-Mobile, Facebook, WhatsApp, etc.)
Experience analyzing various types of returns from communications service providers (i.e. Call Detail Records, RTT, PCMD, mobile forensic reports, etc.).
Proficiency with Microsoft Office products; especially using Excel (i.e. how to import data, apply formatting to cells, use formulas, create pivot tables, etc.).
Understanding of computer operating systems, networks and hardware (i.e. experience with deploying, operating, maintaining and troubleshooting computer networks such as desktops, Wi-Fi access points, routers, switches, VPN appliances, etc.)
Experience troubleshooting common desktop PC and mobile operating systems.
Experience with communications technology research, analysis and documentation.
Proven ability to provide technical analysis in one or more of the following areas: Internet and networking technologies, electronic surveillance systems, and/or telecommunications.
Intelligence/analytical and/or investigative experience specific to social media research involving criminal investigations.
Experience as a lead.
Excellent customer service centric attitude along with demonstrated oral and written communications skills.

Nice To Haves

One or more IT industry certifications such as Net+, A+, Sec+, CCNA, NATIA – Certified Technical Investigator (CTI), or similar.
Experience as a technically trained detective, officer or analyst responsible for conducting investigations involving the deployment, operation, maintenance, and troubleshooting of electronic surveillance equipment used for communications intercepts or analysis.

Responsibilities

Support operations of National Domestic Communications Assistance Center (NDCAC) Technical Resource Group (TRG) including the management, operation and maintenance of associated hardware, software, and processes.
Utilize and demonstrate expert understanding of the knowledge required for each area.
Provide 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.
Document, coordinate and answer technical questions and reported incidents from Emergency Responders that report system problems or incidents. Problems may include poor system response time, potential security incidents, inability to access system resources, or questions on the use of specialized software. May alternatively train end-users to perform the resolution steps through self-service, or by another area, such as the security administration, systems administrator, etc., based on Suvi organizational structure and separation of duties principles in place.
Coordinate with PM/TL to ensure problem solutions and user satisfaction. Make recommendations, if needed for improvement or corrective action.
Assist PM/TL with the preparation of status reports and presentation on staff schedules, call volume and ticketing statistics.
Administer and maintain the ticket management tool and promote the proper use of the tool to ensure each user experience quality/reported incident is properly documented, monitored, resolved and evaluated.
Assist end users with accessing NDCAC services and support.
Apply advanced diagnostic techniques to identify problems, investigate causes and recommend solutions; provide network troubleshooting and support; may participate in the administration and design of websites/SharePoint sites.
Act as the first POC to interact with the NDCAC’s federal, state and local LEO contacting the NDCAC for assistance.
Evaluate requests for assistance and provide appropriate level of help to the LEO until the issue is resolved or the question is answered.
Provide assistance by disseminating appropriate LES information to LEOs and directing recourses which include: CSP points of contact, best practices, white papers, processes and procedures.
Assist other NDCAC personnel with problems or issues.
Support the tiered Help Desk architecture.
Perform and conduct research on potential resolution of technical issues.
Work closely with Engineering, Security, and Systems Administration teams to incorporate customer feedback and address key support and usability concerns for customers.
Communicate and interact effectively with internal and external partners including but not limited to third-party support team, Government customers, and system users.
Evaluate tools, best practices, technologies and approaches to service delivery problems/issues for incorporation into the overall service management policies and procedures.
Maintain standard operating procedures.