IOC Support Analyst

DFW International Airport•Grapevine, TX

1d•Onsite

About The Position

Under supervision of the Lead Service Technician, the IOC Support Analyst will primarily serve as technical support for the Integrated Operations Center (IOC) as well as monitor and troubleshoot technology issues that support the operations of DFW International Airport. Support efforts include, but are not limited to hardware, software, technology project coordination. Additionally, the IOC Support Analyst will provide supplementary support to the Solutions Desk and the ITS Security team.

Requirements

Completion of high school curriculum or equivalent.
Completion of formal education in computer operations and repair.
Four (4) years of experience in computer operations including one (1) year of computer maintenance.
Any equivalent combination of education and/or experience may be substituted for the above.
Possession of a valid class C driver's license.
Excellent customer service.
CIJIS certification required(testing and background will be provided)
Excellent written and oral communication.
Read and comprehend various cyber alerts.
Excellent client relationship skills.
Knowledge of the capabilities, limitations, and general characteristics of personal computers.
Knowledge of Desktop Operating Systems
Knowledge of network components, servers and cabling standards.
Skill in the installation, configuration and repair of desktop computers, networks, peripheral equipment, and related software systems.
Ability to communicate clearly and effectively, and to maintain harmonious internal and external working relationships.
Ability to be on call via pager or other department-defined method.
Ability to pass a medical physical.

Nice To Haves

College degree in Computer Science, Data communications or Electrical Engineering
Experience in Microsoft network operating system
Experience in Windows 10 operating systems
Proficiency in Microsoft Office 365 Suite
MCP or MCSE certification
A+ Certified Service Technician
Pen Test+
Security +
CompTIA Network+
Offensive Security
EPP/EDR certifications or courses

Responsibilities

Monitor platform for maximum service availability and performance
Facilitate network services across all supported endpoints and servers
Support engineering and other technical units
Provide 24/7 network health investigation and signal to report by using network monitoring software
Perform the carrier route testing for the network communication device
Responsible for monitoring events and incidents that affect server and service health across the Enterprise, documenting outage information including actions taken to respond to incidents and resolve the outage.
Image, Configure and Test Desktop/Laptop devices in accordance with DFW policy/procedures.
Install Test and update software as required.
Technical support of Audio-Video systems.
Provide regular status reports to customers and management as necessary.
Troubleshoot and resolve user issues (hardware and software).
Respond, log, and track support tickets into the ticketing system (RemedyForce).
Troubleshoot software and hardware failures and take steps to remedy problems.
Facilitate customer escalations, driving issues to resolution.
Coordinate with functional managers on all project teams.
Work with subject matter experts to create/update task changes and estimates.
Review security memos and alerts from vendors; communicate possible action steps to the responsible party.
Promote an environment focused on continuous improvement and high levels of collaboration using leadership and conflict resolution skills.
Support Cybersecurity fundamentals, Data security concepts and practices, Phishing emails, Managed Detection and Response Platform (MDR) alerts
Manage Security Incident Event Monitoring (SIEM) alerts, Endpoint Protection / EDR (e.g., ATP/Cylance/etc.) alerts, and Cloud App Security alerts
Document management security compliance alerts (e.g., PII, SSI, PCI)
Manage Threat Intel alerts (A-ISAC, MS-ISAC, FBI, etc.), Detect, engage, and respond to malicious activity alerts, and Identity and access management alerts.
Ensure confidentiality, integrity, and availability of data/information
Security testing for relevant alerts