System Support Specialist

Description:
• Working on the CyPrESS contract, you will work with Project Managers, IT Security Leads, Network Engineers, and Information Assurance Professionals to develop and implement cybersecurity standards and procedures.
• You’ll support analysis, design, and development of security features for key systems and support the integration and implementation of cybersecurity solutions for enterprise systems across NASA.
• You’ll implement security measures to resolve vulnerability’s, mitigated risks and recommend security changes to assets as needed.
• This position will require individuals who can occasionally support after hours work.
• Perform start of Business checks including checking Enterprise Service Desks tickets that have been escalated to the queue.
• Making sure there are no connectivity/availability issues in the application each morning.
• Check Environment (Prod/Training/Development/Staging) to make sure each environment can be logged into.
• Check the LDAP Sync... status to make sure accounts were added or removed as normal.
• Check each data feed in each environment to make sure that each feed ran correctly, if not, an email is sent to the team.
• Delete Prod hardware records that have been set to Delete Record.
• Review tickets that come in during the day and work. Escalate tickets to Tier 3 and the appropriate team member if they cannot be worked at Tier 2.
• Complete monthly reports for ESD Tickets/Service Request.
• Work closely with users through Teams on tickets or service requests that they may have submitted.
• Generate draft meeting agendas and forward to team to verify or add items as needed.
• Host Outreach meeting.
• Upload all presentations to appropriate websites.
• Update the website to reflect the current information from the meetings.
• Documentation of operation guides, user manuals, training documentation and more.
• Perform testing for developers for updates that are being promoted to the system.

Requirements: • 2 - 8 years of IT experience and experience in troubleshooting applications, providing basic Tier 1 Support to End Users, ability to escalate tickets. • General understanding of the NIST SP documents, e.g., NIST SP 800-53 and the NIST Risk Management Framework (RMF); knowledge of working in a SharePoint website. • Thorough understanding of ServiceNow ticketing systems, being able to assign tickets, and ability to prioritize incidents. • Ability to effectively communicate with customers and have excellent communication skills, patience, superior customer service, ability to articulate issues in a way that customers understand them. • Computer Science or Information Technology bachelor’s degree • OPM Tier 2 or higher LOC, must be a US citizen and be able to achieve a public trust. • Excellent Communication skills • Ability to work with upper management and interface with the customer.

Benefits:
• competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

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