System Support Specialist

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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 Apply Job!   Apply to this job  

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