SOC Analyst

Edgewater Federal Solutions•Albuquerque, NM

14h•Onsite

About The Position

Edgewater Federal Solutions is seeking a SOC Analyst to support a major national laboratory. The candidate will address Vulnerability events. The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the candidate will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The candidate will be capable & effective in promoting internal education. Resolve basic issues remotely that have been reported by the customer. Upon completing additional training, you will move to resolve more complex issues. Provide comprehensive Phone & Chat Support for the efficient resolution of Vulnerabilities and events. Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions Upon completing additional training, assist in various scopes of the Systems Operations Center. Efficiently & accurately identify the customer’s specific information. Appropriately document all required information into the ticketing system & the knowledgebase. Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline. Meet required productivity expectations, including metrics. Route & dispatch the service request to the appropriate IT support group or next level Tech, for resolution, as needed. Create & contribute to the in-house knowledgebase Possess the capacity to work independently & effectively while maintaining positive productivity levels. Maintain a positive relationship with fellow peers, cross functional teams & leadership. Back up and support the SOC Support 24/7 SOC Operations and may require availability for shifts outside of standard business hours. Other duties assigned as necessary.

Requirements

HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
Must have an Active DOE Active Security Clearance.
U.S. Citizenship is required.
Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
Work Shift work to cover 24/7 enviroment
Ability to type 35 WPM

Nice To Haves

6 months of customer help desk experience
Experience in the current customer environment
Associates Degree or bachelor’s degree in information technology, or related discipline.
Experience with ServiceNow.
Experience with KCS methodology.
Any additional requirements determined by the Service Manager.
Ability to type 50+ WPM

Responsibilities

Address Vulnerability events.
Provide comprehensive Phone & Chat Support for the efficient resolution of Vulnerabilities and events.
Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions.
Assist in various scopes of the Systems Operations Center.
Efficiently & accurately identify the customer’s specific information.
Appropriately document all required information into the ticketing system & the knowledgebase.
Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.
Meet required productivity expectations, including metrics.
Route & dispatch the service request to the appropriate IT support group or next level Tech, for resolution, as needed.
Create & contribute to the in-house knowledgebase.
Work independently & effectively while maintaining positive productivity levels.
Maintain a positive relationship with fellow peers, cross functional teams & leadership.
Back up and support the SOC Support 24/7 SOC Operations and may require availability for shifts outside of standard business hours.
Other duties assigned as necessary.