Associate Operations Support Specialist - Remote
Company: Center for Internet Security, Inc.
Location: East Greenbush
Posted on: April 16, 2024
Job Description:
Associate Operations Support Specialist - Remote
Job Locations
US
ID
2024-1991
Category
Operations and Security Services
Type
Regular Full-Time
Remote?
Yes
Overview
As part of the Operations Support Team (OST) at CIS, the Associate
Operations Support Specialist will work with members to on-board,
support and troubleshoot issues on the infrastructure and
applications used to monitor state, local, tribal and territorial
(SLTT) government networks. The Center for Internet Security (CIS)
makes the connected world a safer place for people, businesses, and
governments through our core competencies of collaboration and
innovation. We are a community-driven nonprofit responsible for
industry leading best practices for securing IT systems and data.
We lead a global community of IT professionals to continuously
evolve these standards and provide products and services to
proactively safeguard against emerging threats. Salary Range:
$59,200 - $89,600 We offer a competitive total rewards package at
the Center for Internet Security:
- Base salary is determined on a number
of factors including, but not limited to, education, experience and
skills
- Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility
starting from the first day of hire
- $500 wellness card for Health Coverage Participants
- 401(k) with 4% Company Match, vested from the first day of
hire
- Flexible Spending Account (FSA) & Dependent Care Account
(DCA)
- Life Insurance
- Bonding Leave
- Paid Volunteering Program
- Bonus eligibility
- Paid Time Off (PTO) inclusive of vacation, personal and sick
time
- Paid Holidays
- Wellness Program
- Employee Engagement Activities
- Professional Development Opportunities
- Tuition Reimbursement
- Student Loan PayDown Program
- Employee Referral program
- Employee Assistance Program
What You'll Do
- Timely response and handling of support issues through
resolution
- Troubleshoot and replicate customer issues with the CIS network
monitoring services, cloud-based applications/services, and
cybersecurity products including customer environments and
systems
- Act as a liaison between the third-party vendor(s) and customer
to troubleshoot technical problems, coordinate device maintenance
and outages, as well as perform general support activities
- Accountable for the coordination of the configuration,
inventory tracking, and shipping of Albert sensor servers and
peripherals
- Act as liaison to customer facing teams to coordinate and
perform customer product onboardings
- Manage, track, and report performance metrics for onboarding
products
- Perform onboarding activities with customers for various
cybersecurity products and services
- Effectively transition action items to and from Security
Operations Center (SOC) Analysts and other teams to support
off-hours, product related work
- Responsible for growing and strengthening the relationship
between CIS and members
- Collaborate with the Engineering team to replicate issues, test
fixes and workarounds, and assist with Quality Assurance (QA) of
newly developed and enhanced products
- Assist in defining and developing support and customer
onboarding workflows
- Other tasks and responsibilities as assigned
What You'll Need
- Bachelor's Degree in Computer Science or related field*
- 1+ years' experience in a customer facing or customer support
role
- 1+ years' experience using common support ticketing platforms
(e.g. Jira Service Desk)
- 1+ years' experience working with cloud computing platforms and
concepts
- On-call availability to respond to critical support
incidents
- Strong experience with TCP/IP protocols, network analysis and
network/security applications and firewalls
- Strong experience with Linux and Windows command line
- Experience troubleshooting applications in Windows, Mac, and
Linux environments
- Strong attention to detail
- The position is open to U.S. citizens and requires a favorably
adjudicated DHS Fitness Review for Public Trust Positions**It's a
Plus if You Have:
- Working knowledge of basic scripting languages and automation
tools (e.g. Python, Ansible)
- Knowledge of service management methodologies and metrics
tracking
- Knowledge of cybersecurity concepts and products (e.g. Malware
tactics, IDS, Endpoint Protection, DNS Blocking)
- Knowledge of Agile methodologies*Additional years of relevant
experience or a combination of an Associate's degree or equivalent
and relevant experience may be substituted for the Bachelor's
degree. **Factors that may cause a negative Fitness Review decision
include:
- Criminal Conduct
- Dishonest Conduct
- Employment Misconduct
- Alcohol Abuse
- Drug Use (illegal drug use or use of a legal drug in a manner
that deviates from approved medical direction) Additionally,
illegal drug use includes the use of drugs that are illegal for
federal purposes despite being legal in select states and
countries, such as marijuana.
- False Statements
- Financial Issues
- Have not resided in the US for three (3) of the past five (5)
yearsAt CIS, we are committed to providing an inclusive environment
in which the diverse backgrounds, experiences, and views of our
employees, members, and customers are valued and respected. It is
through this commitment that we are able to work together towards
our common mission: to make the connected world a safer place.
Keywords: Center for Internet Security, Inc., Worcester , Associate Operations Support Specialist - Remote, Other , East Greenbush, Massachusetts
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