IOC Support Analyst

Dallas Fort Worth International Airport Board; United States; On-site; USD 65,000 - 92,000; Full time

Job summary

Dallas Fort Worth International Airport Board seeks an IOC Support Analyst to provide technical support for the Integrated Operations Center and monitor issues affecting IT operations. Responsibilities include hardware/software troubleshooting, ticketing via RemedyForce, and collaboration with ITS Security.

The role supports the Solutions Desk and ITS Security team with 24/7 monitoring, incident response, and technology coordination across platforms and endpoints. On-site work is expected.

Qualifications

• Completion of high school or equivalent.
• Formal education in computer operations and repair.

Responsibilities

• Monitor platform for maximum service availability and performance.
• Facilitate network services across all supported endpoints and servers.
• Provide 24/7 network health investigation and signal to report using monitoring software.
• Troubleshoot and resolve user issues (hardware and software).
• Respond, log, and track support tickets (RemedyForce).
• Coordinate with project teams and security alerts to ensure data integrity.

Skills

Customer service

Communication

Cyber alerts

Desktop OS knowledge

Networking basics

Troubleshooting

On-call readiness

Education

High school diploma

Computer operations training

Tools

RemedyForce

SIEM

MDR alerts

Cylance/EDR

Office 365

Job description

Job Overview

GENERAL SUMMARY: Under supervision of the Lead Service Technician, the IOC Support Analyst will primarily serve as technical support for the Integrated Operations Center (IOC) as well as monitor and troubleshoot technology issues that support the operations of DFW International Airport. Support efforts include, but are not limited to hardware, software, technology project coordination. Additionally, the IOC Support Analyst will provide supplementary support to the Solutions Desk and the ITS Security team.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Monitor platform for maximum service availability and performance
• Facilitate network services across all supported endpoints and servers
• Support engineering and other technical units
• Provide 24/7 network health investigation and signal to report by using network monitoring software
• Perform the carrier route testing for the network communication device
• Responsible for monitoring events and incidents that affect server and service health across the Enterprise, documenting outage information including actions taken to respond to incidents and resolve the outage.
• Image, Configure and Test Desktop/Laptop devices in accordance with DFW policy/procedures.
• Install Test and update software as required.
• Technical support of Audio-Video systems.
• Provide regular status reports to customers and management as necessary.
• Troubleshoot and resolve user issues (hardware and software).
• Respond, log, and track support tickets into the ticketing system (RemedyForce).
• Troubleshoot software and hardware failures and take steps to remedy problems.
• Facilitate customer escalations, driving issues to resolution.
• Coordinate with functional managers on all project teams.
• Work with subject matter experts to create/update task changes and estimates.
• Review security memos and alerts from vendors; communicate possible action steps to the responsible party.
• Promote an environment focused on continuous improvement and high levels of collaboration using leadership and conflict resolution skills.
• Review security memos and alerts from vendors; communicate possible action steps to the responsible party.

INTEGRATED OPERATIONS CENTER SUPPORT ANALYST 1878 PRINCIPAL DUTIES AND RESPONSIBILITIES cont.

• Support Cybersecurity fundamentals, Data security concepts and practices, Phishing emails, Managed Detection and Response Platform (MDR) alerts Manage Security Incident Event Monitoring (SIEM) alerts, Endpoint Protection / EDR (e.g., ATP/Cylance/etc.) alerts, and Cloud App Security alerts Document management security compliance alerts (e.g., PII, SSI, PCI) Manage Threat Intel alerts (A-ISAC, MS-ISAC, FBI, etc.), Detect, engage, and respond to malicious activity alerts, and Identity and access management alerts. Ensure confidentiality, integrity, and availability of data/information Security testing for relevant alerts

MINIMUM REQUIREMENTS

• Completion of high school curriculum or equivalent.
• Completion of formal education in computer operations and repair.
• Four (4) years of experience in computer operations including one (1) year of computer maintenance.
• Any equivalent combination of education and/or experience may be substituted for the above.
• Possession of a valid class C driver's license.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Excellent customer service.
• CIJIS certification required(testing and background will be provided)
• Excellent written and oral communication.
• Read and comprehend various cyber alerts.
• Excellent client relationship skills.
• Knowledge of the capabilities, limitations, and general characteristics of personal computers.
• Knowledge of Desktop Operating Systems
• Knowledge of network components, servers and cabling standards.
• Skill in the installation, configuration and repair of desktop computers, networks, peripheral equipment, and related software systems.
• Ability to communicate clearly and effectively, and to maintain harmonious internal and external working relationships.
• Ability to be on call via pager or other department-defined method.
• Ability to pass a medical physical.

DESIRABLE

• College degree in Computer Science, Data communications or Electrical Engineering
• Experience in Microsoft network operating system
• Experience in Windows 10 operating systems
• Proficiency in Microsoft Office 365 Suite
• MCP or MCSE certification
• A+ Certified Service Technician
• Pen Test+
• Security +

DESIREABLE (Continued)

• CompTIA Network+
• Offensive Security
• EPP/EDR certifications or courses

Special Requirement

Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. Al. and DFW Airport’s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal. For Public Safety Systems: Current Criminal Justice Information Systems (CJIS) certification or the ability to obtain certification within thirty (30) days.

EFFORTS

• Works in an office environment.
• Uses keyboard devices and computer monitors.
• Uses reasoning abilities in performing analysis and solving problems.
• Frequently exerts forces equivalent to lifting 25 pounds and occasionally exerts forces equivalent to lifting 50 pounds.
• Communicates by telephone, in writing and in person.
• Uses near-visual acuity in reading written documents.
• Drives to locations on Airport property.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees. Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be. Bring your talents to DFW. Live and work with purpose.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We're recognized for our innovation, leadership, drive for excellence, and talented employees. Our success is made possible through the diverse talents of nearly 2,000 employees who champion our mission of providing an exceptional airport experience to our customers and connecting our community to the world. We're looking for the best talent to join us and help reimagine what an airport can be. Bring your talents to DFW. Live and work with purpose.