Cyber IT Specialist, 2nd Shift

Role & Responsibilities

• Ensure successful pass down of information to the oncoming shift to maintain seamless operations and continuity.
• Complete Task List Reports, clearly documenting all shift activities, incidents, and operational events.
• Monitor personnel activity, alerts, and DSCTS-Operations mailboxes to ensure timely communication and response to operational needs.
• Monitor Splunk dashboards, SolarWinds, and other enterprise tools, and promptly notify the Shift Lead of identified issues.
• Oversee the performance and security of monitoring tools to maintain system functionality and data integrity.
• Create, update, and audit ServiceNow tickets (incidents, service tasks, and requests) to ensure accurate tracking, documentation, and resolution.
• Perform initial triage, troubleshooting, and resolution of incidents and service requests to restore normal operations.
• Document troubleshooting steps, actions taken, and service restoration details within ServiceNow for accurate record-keeping and knowledge sharing.
• Verify incident resolution with end users and ensure proper ticket closure and documentation.
• Escalate unresolved or complex incidents to appropriate teams (e.g., System Administration, NSS, or external vendors).
• Initiate and coordinate Major Incident Response Plan (MIRP) activities, including bridge line setup, stakeholder notifications, and incident tracking.
• Cook up with cross-functional teams to troubleshoot and resolve outages, minimizing operational disruption.
• Maintain and utilize escalation paths, call lists, and contact rosters to ensure rapid engagement of supporting teams.
• Conduct investigations and diagnosis of outages, incidents, and service requests using enterprise tools, vendor resources, and open-source research.
• Perform trend analysis to identify recurring issues and support proactive problem resolution.
• Conduct root cause analysis in coordination with responsible teams and support updates to documentation and process improvements.
• Create and submit knowledge articles to support continuous improvement and knowledge transfer.
• Participate in disaster recovery processes to support business continuity during major system failures.
• Perform quality checks on tickets, reports, and deliverables to ensure accuracy, completeness, and proper categorization prior to submission.
• Support asset management activities, including receiving, inventorying, and tracking hardware shipments at BIMC (SA-26).
• Cook up and facilitate shipment of hardware components (e.g., RAM, PSUs, HDDs) to CONUS & OCONUS sites, ensuring proper documentation and accountability.

Minimum requirements

• A Bachelor’s degree and 2 years of experience. An additional 4 years of experience may be substituted in lieu of the bachlor's degree requirement.
• Demonstrated 1+ years in IT operations, network operations, or a cybersecurity support role experience.
• Must either possess and maintain, or obtain prior to start date, one of the following professional certifications: - CASP+ CE, CCNA-Security, CISSP (or Associate), CND, CSSLP, CySA+, GICSP, GSEC, Security+ CE, SSCP
• Experience with ServiceNow or similar ITSM tools for incident and request management.
• Familiarity with monitoring tools such as Splunk, SolarWinds, or similar platforms.
• Understanding of incident response processes, including severity classification and escalation procedures.
• Strong analytical and troubleshooting skills with the ability to operate in a fast-paced environment.
• Demonstrated strong communication skills with the ability to provide clear and timely updates.
• U.S. Citizenship required.
• The ability to obtain an interim Secret security clearance before start date.
• The ability to obtain a final Top Secret security clearance.