Cyber Incident Quality Assurance/Quality Control Service Desk Analyst

Responsibilities:

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.

Peraton is seeking an experienced Cyber Incident Quality Assurance/Quality Control Service Desk Analyst experience for its' Federal Strategic Cyber sector, located in Arlington, VA

Location: Arlington. VA

In this role, you will:

Develop and document a ticket audit process to include quality standards or assist customer with development.

Assist with the development of Service Desk processes and work instructions.

Seek to improve the quality, productivity, and culture of the service desk environment.

Coordinate stakeholder and Service Desk processes and tool interoperability.

Ensure compliance to documented processes and works instructions.

Coordinate with stakeholders to Identify lifecycle management process gaps and provide mitigation recommendations.

Audit cyber, physical, and communications reported incident cases and requests for information for completeness and accuracy.

Ensure timely and effective responses and follow-ups to internal and external mission partners.

Define, measure, and report on CISA’s incident lifecycle management key performance indicators.

Duties may also include suggesting requirements for and updates to fields within ticketing tools.

Qualifications:

Basic Requirements:

Bachelor’s degree and 2-4 years of related experience or a Master’s degree and 0-2 years of experience. An additional 4 years of experience may be considered in lieu of degree.

A minimum of 3 years in a WATCH Operations Center or Security Operations Center (SOC) knowledge and understanding of customer service techniques.

QA/QC reporting experience.

Demonstrated ability and willingness to learn new tools and technologies and take on new responsibilities as assigned.

Minimum current, active Security+ certification OR applicable cybersecurity experience.

U.S. citizenship and an Active Top Secret Security Clearance w/ SCI eligibility. In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.

Preferred Qualifications:

Experience working with a customer service-oriented environment.

Experience providing service desk/call center support Knowledge of Microsoft Office suite.

Experience in using the Remedy and ServiceNOW ticketing suite.

Exceptional communication skills.

Customer and detail oriented and possess good decision-making ability.

Detail-oriented.

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

Peraton Overview:

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit (url removed) to learn how we’re keeping people around the world safe and secure.

Target Salary Range:

$86,000 - $138,000. This represents the typical salary range for this position based on experience and other factors.

Permanent