SOC Analyst

The candidate will address Vulnerability events. The operating systems supported include approved and authorized versions of MS Windows, MacOS, and Linux (RHEL, Ubuntu). The hardware supported includes laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual-desktop infrastructure, and associated peripheral devices. Support will be provided using inbound phone calls, inbound chat, inbound & outbound email, instant messaging or other tools as assigned & available. In some cases, the candidate will dispatch service requests & escalate issues to appropriate points of contact defined within the support organization. The candidate will be capable & effective in promoting internal education. Resolve basic issues remotely that have been reported by the customer.

• Upon completing additional training, you will move to resolve more complex issues.

Provide comprehensive Phone & Chat Support for the efficient resolution of Vulnerabilities and events.

Partner with other IT teams in the development, testing & implementation of commercially & internally developed solutions

Upon completing additional training, assist in various scopes of the Systems Operations Center.

Efficiently & accurately identify the customer’s specific information.

Appropriately document all required information into the ticketing system & the knowledgebase.

Resolve service requests or issues as appropriate on the first point of contact or within the specified timeline.

Meet required productivity expectations, including metrics.

Route & dispatch the service request to the appropriate IT support group or next level Tech, for resolution, as needed.

Create & contribute to the in-house knowledgebase

Possess the capacity to work independently & effectively while maintaining positive productivity levels.

Maintain a positive relationship with fellow peers, cross functional teams & leadership.

Back up and support the SOC

Support 24/7 SOC Operations and may require availability for shifts outside of standard business hours.

Other duties assigned as necessary.

• HS Diploma and a minimum 1 year, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
• Must have an Active DOE Active Security Clearance.
• U.S. Citizenship is required.

Required:

• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Work Shift work to cover 24/7 enviroment
• Ability to type 35 WPM

Desired:

• 6 months of customer help desk experience
• Experience in the current customer environment
• Associates Degree or bachelor’s degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.