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System Support Analyst
2 months ago
Due to federal security clearance requirements, applicant must currently have an active secret clearance or be able to obtain it within 90 days.
Primary Responsibilities:
- Operational and technical worldwide, 24x7 system monitoring/maintenance support for a C2 web application and its cloud-based operating environment.
- Rapidly respond to system issues and to user requests for technical and application assistance to meet or exceed established goals for issue resolution and system availability. Properly employ tracking and knowledgebase software from discovery/request to resolution.
- Work independently to carry out system/application support and troubleshooting activities to maintain performance and resolve system and user issues to meet availability goals. These activities could include verifying/managing configurations, reproducing suspected problems, reviewing system logs, verifying availability of operational interfaces such as enterprise information services, external networks, or databases, and explaining functionality to users.
- Monitor and evaluate system performance and security then provide key “real world” input to system planning with Solution Architects, the DevSecOps Lead, and management as required. This includes recommending potentialenhancements to tools, methodologies, implementations, etc., - continually seeking to innovate and automate.
- Appropriately escalates issues to DevSecOps Engineers, Product Owners, or the Product Support Manager, then works closely with them to ensure high availability standards are met or exceeded.
- An active participant in the Agile development process as a “voice of the user” input into the requirements of the continually evolving application. This could include noting when the application does not function as expected, a user experience enhancement, or improvements to user materials and training.
- Be aware of coming changes to the application and the DevSecOps environment then verify smooth transitions to ensure availability.
- Perform standard cloud-based IT and security maintenance procedures or updates.
- Monitor cyber-security tools to potential security threats, taking action and notifying DecSecOps Engineers as needed to prevent breaches and downtime.
- Serve as a company and program ambassador to worldwide users.
- Contribute in efforts to continually improve availability and response/resolution times through metrics/dashboards, innovation, process improvement, system updates and configuration enhancements, an accessible and continually updated knowledgebase, troubleshooting system playbook, and processes/procedures.
- An IT-related Associate degree or equivalent years of IT experience.
- Two or more years of system technical support work experience, such as system troubleshooting (particularly Windows and Linux operating systems), reviewing/interpreting logs, trouble ticketing systems, support of web applications, user management, and using scripting languages and databases.
- An active SECRET security clearance.
- CompTIA Security+ Certification (or obtain in an agreed timeframe).
- Excellent verbal and written communication skills, and the ability to develop a rapport with users to understand their issues and provide satisfactory resolutions, then be able to clearly document them in tracking and knowledgebase systems.
- A fast learner able to apply knowledge and experience on multiple work assignments across a range of matters - some of which may be complex.
- The ability to contribute to program deliverables, documentation, and performance metrics
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com.
Job ID: 385714
Eliassen Group is a leading strategic consulting company for human-powered solutions. For over 30 years, Eliassen has helped thousands of companies reach further and achieve more with their technology solutions, financial, risk & compliance, and advisory solutions, and clinical solutions. With offices from coast to coast and throughout Europe, Eliassen provides a local community presence, balanced with international reach. Eliassen Group strives to positively impact the lives of their employees, clients, consultants, and the communities in which they operate.
Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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