Cybersecurity Systems Specialist

23 hours ago

Tacoma, Washington, United States Nisga'a Ciops Full time

Overview

Nisga'a CIOPS is a leading provider of IT services to civilian and DoD programs worldwide. With a strong focus on delivering high-quality, cleared personnel, we offer expertise in a range of areas, including network operations, cybersecurity, and systems support.

Job Summary

We are seeking an experienced Cybersecurity Systems Specialist to join our team. The successful candidate will be responsible for providing tier two support for WADS IT requests and resolving technology issues in an efficient manner.

Responsibilities

  • Take full ownership of the resolution process from initial contact with the user to resolution of the incident, problem, or service request.
  • Assume responsibility for incident, problem, and service request resolution regardless of the party performing the work.
  • Support project efforts associated with making incremental changes to operational artifacts in response to governance, industry, or customer requirements.
  • Follow up on resolved tickets to check quality, obtain user concurrence of ticket closure, and report customer satisfaction.
  • Document lessons learned in incident reports for all major incidents and unplanned service outages and submit in writing to management and the COR within seven days of the event or issue.
  • Establish and maintain data in the EADS error tracking database daily, document workarounds, and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.
  • Engage in 100% of Service Desk calls, incidents, and service workflows, processes, and queues to immediately identify, prioritize, and address performance issues that impact the delivery of services to users.
  • Routinely review user paperwork to 100% accuracy and submit to the WADS CFP for creation within 48 hours of initiation of new user documentation.
  • Provide hands-on IT-related support functions, including on-site support of computing devices and associated software.
  • Configure, install, and troubleshoot approved laptops, desktops, printers, network-connected copiers, scanners, and other office IT equipment.
  • Configure, install, and troubleshoot approved software elements, including the operating system (OS), in accordance with government regulations.
  • Maintain and upgrade software elements, including the OS, in accordance with government regulations.
  • Troubleshoot software and hardware issues.
  • Troubleshoot configuration problems.
  • Assist users with application usage questions and concerns.
  • Evaluate and escalate hardware repair/replacement issues to WADS representatives within 12 hours if applicable.
  • Report weekly to the WADS representative on all performance expectations as specified by the government.
  • Perform first-look maintenance activities on information systems. If unable to correct computer or network problems, coordinate with the help desk for further assistance.
  • Provide user support and first-look capability for A/V and Secure Video Teleconferencing Capacity (VTC) systems at the Western Air Defense Sector.
  • Maintain, update, and create draft technical documentation, policies, and procedures to ensure continuity of knowledge and operations.
  • Meet performance expectations related to trouble ticket routing, incident ticket completion, escalation, and resolution rates.

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