Security Clearance Requirement
US Citizen with Secret Clearance

Perform a variety of systems engineering tasks and activities that are broad in nature and are concerned with major systems design, integration, and implementation, including personnel, hardware, software, budgetary, and support facilities and/or equipment. Provides quality assurance review and the evaluation of new and existing software products.

Provide tracking, customizable reporting, knowledge base development, and access for both network support technicians and customer searches for status updates and common incident resolution.

Provide incident reports (or incident data if only data is requested) to support Capacity Management, Service Level Management, Security, Availability Management, Service Asset and Configuration Management, Change Management, Problem Management, and Access Management, if automated reports or the data is readily available in the tool database. Reports or data requests requiring manual manipulation to produce a requested product may require a level of effort (LOE) to determine the feasibility of the request and will require Government approval for production.

Provide a monthly Incident Management report that includes information such as the number of incidents and the status of all open incidents.

Prepare knowledge articles for inclusion in the ITSM tool (e.g., Self Service Portal (Tier 0), KMDB). Knowledge articles will cover all aspects of Service Desk operations to be used by Service Desk technicians and users to perform recurring tasks and apply workarounds to known issues or problems.

Minimum Requirements
10+ years of experience/Bachelors Degree
Must have at least one of these IAT Level II certifications

Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP;

Must have at least one Computing Environment (CE) certification or certificate for the technical area of responsibility in either Network support/defense (e.g., Splunk, Cisco, McAfee, etc.) OR Operating System (e.g., Microsoft, Linux, Solaris, etc.)

Service Now experience is highly desired
Help Desk Institute cert highly desired

Security Clearance Requirement
US Citizen with Secret Clearance

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