Cyber Case Management/Service Desk Agent

Responsibilities

Peraton is seeking an experienced Cyber Case Management/Service Desk Agent for its Federal Strategic Cyber sector.

Location: Arlington, VA (On-Site)

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.

In this role, you will:

• Perform shift work supporting the Cybersecurity and Infrastructure Security Agency (CISA) 24x7 Operations Center.
• Execute the overarching process of ingesting, triaging, assigning, monitoring, and resolving cyber incidents impacting Critical Infrastructure entities, Federal Civilian Executive Branch (FCEB) and State, Local, Tribal, and Territorial (SLTT) Departments/Agencies.
• Monitor emails, phones, and web portal submissions of cyber incident data to assign for Tier 2 support.
• Follow up with CISA staff and stakeholders to ensure incident lifecycle execution.
• Draft organizational documentation such as, Standard Operating Procedures, Work Instructions, etc.
• Identify opportunities to increase the efficacy of cyber incident report handling and workflows.
• Understand cyber, physical, and communications incident trend analysis and reporting functions.
• Correlate and associate potential threat activities to inform senior leader decision makers.
• Ensure timely and effective response to internal and external mission partners.
• Seek to improve the quality, productivity, and sharing of information pertaining to the incident reporting life cycle.
• Certify coordination and distribution of incidents and service requests.

Duties may also include but are not limited to:

• Manage the lifecycle of information, assistance, and service requests.
• Performing customer relationship management activities with mission partners and external stakeholders.
• Perform internal coordination and follow up for distributed actions.
• Ensure compliance with defined processes, procedures, work instructions, and program requirements.
• A willingness to learn new tools and technologies and take on new responsibilities as assigned.
• Provide guidance to the general public on cyber issues as needed.
• Act as a resource for colleagues with less experience.

Qualifications

Basic Requirements:

• BS/BA with 3 years of related experience. An additional 4 years of experience may be considered in lieu of degree.
• Minimum of 2 years in an Operations Center or Security Operations Center (SOC).
• Knowledge and understanding of customer service techniques and experience providing Service Desk or call center support.
• Exceptional communication skills and ability to stay calm in high stress events while maintaining good decision-making, focus, and good prioritizing skills.
• Self-motivated, problem solving, and critical thinking skills and characteristics.
• U.S. citizenship required.
• An active Top Secret Security Clearance w/ ability to obtain DHS SCI.
• In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.

Preferred Qualifications:

• ITIL Foundation Certification
• Security+ Certification
• Knowledge of Microsoft Office suite.
• Experience in building operational workflow models.
• Technical Writing Skills.
• Experience using the ServiceNow ticketing suite.

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 peraton.com 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. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.