Cyber Case Management/Service Desk Agent / Active Top Secret

Peraton; Washington (District of Columbia); On-site; USD 66,000 - 106,000; Full time

Job summary

Peraton in Washington, DC is seeking a Cyber Case Management/Service Desk Agent to support the CISA 24x7 Watch Center on-site. You will ingest, triage, assign, monitor, and resolve cyber incidents affecting Critical Infrastructure entities, federal agencies and state/local partners.

The role requires a BS/BA with 3 years of related experience, 1 year in an Operations Center, strong customer service and communication skills, and a Top Secret clearance with SCI eligibility.

Qualifications

• BS/BA with 3 years of related experience; 4 additional years may substitute for degree.
• Minimum of 1 year in an Operations Center or SOC.
• Experience in customer service techniques and Service Desk support.
• Strong communication and decision-making under pressure.

Responsibilities

• Perform shift work supporting 24x7 Watch Center operations.
• Ingest, triage, assign, monitor, and resolve cyber incidents.
• Monitor emails, phones, and web portal submissions for Tier 2 assets.
• Coordinate with staff and stakeholders to ensure incident lifecycle execution.
• Draft SOPs and work instructions.
• Assist in incident trend analysis and reporting.

Skills

Customer service

Service desk

SOC experience

Cybersecurity operations

Security clearance

Communication skills

Education

Bachelor's degree

ITIL Foundation certification

Security+ certification

Tools

Microsoft Office

ServiceNow

Job description

Responsibilities

Peraton is seeking an experienced Cyber Case Management/Service Desk Agent for its Federal Strategic Cyber sector.

Location: Washington, DC, DHS HQ (On-Site, Full-time)

As the nation’s risk adviser, we (CISA) help our partners strengthen their own capabilities and connect our stakeholders in industry and government to each other and to resources, analyses, and tools to help them build their own cyber, communications, and physical security and resilience, and in turn, strengthen national resilience.

In this role, you will:

• Perform shift work supporting the Cybersecurity and Infrastructure Security Agency (CISA) 24x7 Watch Center.
• Execute the overarching process of ingesting, triaging, assigning, monitoring, and resolving cyber incidents impacting Critical Infrastructure entities, Federal Civilian Executive Branch (FCEB) and State, Local, Tribal, and Territorial (SLTT) Departments/Agencies.
• Monitor emails, phones, and web portal submissions of cyber incident data to assign for Tier 2 support.
• Follow up with CISA staff and stakeholders to ensure incident lifecycle execution.
• Draft organizational documentation such as, Standard Operating Procedures, Work Instructions, etc.
• Understand cyber, physical, and communications incident trend analysis and reporting functions.
• Correlate and associate potential threat activities to inform senior leader decision makers.
• Ensure timely and effective response to internal and external mission partners.
• Seek to improve the quality, productivity, and sharing of information pertaining to the incident reporting life cycle.
• Certify coordination and distribution of incidents and service requests.

Duties may also include but are not limited to:

• Manage the lifecycle of information, assistance, and service requests.
• Performing customer relationship management activities with mission partners and external stakeholders.
• Perform internal coordination and follow up for distributed actions.
• Ensure compliance with defined processes, procedures, work instructions, and program requirements.
• A willingness to learn new tools and technologies and take on new responsibilities as assigned.
• Provide guidance to the general public on cyber issues as needed.
• Act as a resource for colleagues with less experience.

Qualifications

Basic Minimum Requirements:

• BS/BA with 3 years of related experience. An additional 4 years of experience may be considered in lieu of degree.
• Minimum of 1 year in an Operations Center or Security Operations Center (SOC).
• Knowledge and understanding of customer service techniques and experience providing Service Desk or call center support.
• Demonstrated exceptional communication skills and the ability to stay calm in high stress events while maintaining good decision‑making, focus, and prioritizing capability and skills.
• Demonstrated self‑motivation, problem solving, and critical thinking skills and characteristics.
• U.S. citizenship required.
• Active Top Secret Security Clearance with SCI eligibility.
• In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.

Preferred Qualifications:

• ITIL Foundation certification.
• Security+ certification.
• Knowledge of Microsoft Office suite.
• Experience in building operational workflow models.
• Technical Writing Skills.
• Experience using the ServiceNow ticketing suite.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.