nSystem Support Specialist

• Bachelor’s degree in Computer Science, Information Technology, or a related field and 5-7 years of IT experience.\n
• 5+ years of experience troubleshooting applications and providing Tier 1 technical support to end users.\n
• 5+ years of experience identifying, documenting, and escalating support tickets to the appropriate technical teams when necessary.\n
• Thorough understanding of ticketing systems, being able to assign tickets, and ability to prioritize incidents.\n
• 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.\n
• OPM Tier 2 or higher LOC, must be a US citizen and be able to achieve a public trust. \n
• Excellent Communication skills \n
• Ability to work with upper management and interface with the customer. \n
• Ability to work after hours, as needed.\n

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. \n \n \nPRIMARY RESPONSIBILITIES:\n \n \n \n

• Review all tickets that are assigned to the RISCS team during the day and work. If the ticket needs escalating, then assign it to the appropriate team member.\n
• Act as content organizer for Agency RISCS Bi-Weekly Outreach meetings, capturing announcements, demonstrations, CR promotions, and Q&A for the RISCS user community.\n

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• Provide clarifications to users during open forums to reduce user confusion.\n
• Change Request (CR) integration and governance support.\n
• Participate in the RISCS team and CCB forums where CRs are reviewed helping ensure guide content and user guidance stay aligned with decisions.\n
• Reflect promoted Change Requests in the Operations Guide so stakeholders have current, step-by-step instructions. \n

• Perform start of Business checks including checking Enterprise Service Desks tickets that have been escalated to the queue\n \n

• Making sure there are no connectivity/availability issues in the application each morning.\n
• Check Environment (Prod/Training/Development/Staging) to make sure each environment can be logged into.\n
• Check the LDAP Sync status to make sure accounts were added or removed as normal.\n
• Check each data feed in each environment to make sure that each feed ran correctly, if not, an email is sent to the team.\n

• Delete hardware records that have been set to Delete Record.\n \n

• Complete monthly reports for ESD Tickets/Service Request\n
• Work closely with users through Teams on tickets or service requests that they may have submitted.\n
• Generate draft meeting agendas and forward to team to verify or add items as needed.\n
• Host Outreach meeting.\n
• Upload all presentations to appropriate websites.\n
• Update the website to reflect the current information from the meetings.\n
• Document operation guides, user manuals, training documentation and more.\n
• Perform testing for developers for updates that are being promoted to the system.\n