Cyber Incident Analyst Responder (Service Desk)

Company: Catapult Consultants
Location: Arlington
Posted on: January 16, 2022

Job Description:

Catapult Consultants is currently hiring a Cyber Incident Analyst Responder (Service Desk) position that will be located in Arlington, VA. The candidate selected for this role must be able to support shift work.

Key Responsibilities:

• Provide effective front-line support leveraging service desk ticketing system, telephone, and email communications in a 24x7 operational environment.
• Support the service desk shift lead in operational activities.
• Interact with government Program Manager for the service desk regarding operational issues.
• Ensure timely and effective response to internal and external mission partners.
• Follow the appropriate incident escalation and reporting procedures.
• Seek to improve the quality, productivity, and culture of the service desk environment.
• Coordinate distribution of incidents and service requests within the NCCIC ticketing system.
• Conduct effective shift transition actions and procedures.
• Conduct weekly [and on demand] ticket audits on incident response analysts and provide associated reports.
• Duties may also include but are not limited to identifying, logging, categorizing, performing initial triage, routing, and resolving incidents and requests; manage the lifecycle of incident and request tickets in accordance with interface agreements, performing customer relationship management activities with mission partners, internal coordination and follow up for distributed actions, and compliance with defined processes, procedures, work instructions, and program requirements.
  
  Basic Qualifications:
  
  To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
  
  • Knowledge and understanding of customer service techniques and a willingness to learn new tools and technologies
  • and take on new responsibilities, as assigned.
  • Must be customer and detail oriented and possess good decision-making ability.
    
    Required Education: Bachelor's Degree and a minimum of 2 years' applicable experience required. An additional 4 years of experience may be substituted in lieu of degree.
    
    Clearance Level: Active or ability to obtain Top Secret Security Clearance with the ability to obtain a TS/SCI is required. In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.
    
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Keywords: Catapult Consultants, Arlington , Cyber Incident Analyst Responder (Service Desk), Professions , Arlington, Virginia