ServiceNow Analyst Full-time Remote Secret Clearance Required About the Role Shape the platform that keeps enterprise IT running. As a ServiceNow Business Analyst, you'll sit at the intersection of business needs and technical delivery - gathering requirements, configuring workflows, and making sure the platform's documentation and training materials are always a step ahead. You'll work closely with engineers and stakeholders to translate operational needs into real platform value, while keeping continuity and reliability at the center of everything you do. What You'll Own Capture and clarify requirements for new or enhanced ServiceNow features - from ITSM processes to enterprise service workflows - turning stakeholder input into clear, actionable specs. Configure the platform - workflows, forms, fields, catalogs, and reports - in support of incident, request, change, and related service management processes. Own the documentation: maintain comprehensive records of configurations, architecture diagrams, data flows, and operational procedures for audits and continuity planning. Support resilience by participating in backup, recovery, and disaster recovery planning and testing - validating procedures and keeping documentation current as the platform evolves. Empower end users through user guides, knowledge base articles, and quick-reference materials that make ServiceNow capabilities accessible to everyone. Collaborate with engineers and architects on complex enhancements - providing clean requirements, test cases, and UAT feedback to keep delivery on track. Keep the lights on through routine operations monitoring, basic troubleshooting, issue documentation, and coordination with support teams. Required Qualifications Bachelor's in CS, IT, Engineering, or equivalent work experience 0-3 years in ServiceNow, ITSM, business/systems analysis, or related application support Ability to translate business needs into functional requirements and clear, simple configurations Familiarity with ServiceNow workflows, forms, reporting, and basic admin - or a comparable ITSM platform Strong documentation skills: configuration records, procedures, and user-facing materials U.S. citizenship and ability to obtain/maintain Public Trust clearance Preferred Qualifications Hands-on experience as a junior ServiceNow developer performing configuration, reporting, and workflow changes ServiceNow Certified System Administrator, ITIL Foundation, or comparable entry-level certification Exposure to O&M for enterprise ServiceNow instances, including performance, reliability, and scalability Familiarity with federal or highly regulated environments using ServiceNow for enterprise service management What You'll Own Capture and clarify requirements for new or enhanced ServiceNow features - from ITSM processes to enterprise service workflows - turning stakeholder input into clear, actionable specs. Configure the platform - workflows, forms, fields, catalogs, and reports - in support of incident, request, change, and related service management processes. Own the documentation: maintain comprehensive records of configurations, architecture diagrams, data flows, and operational procedures for audits and continuity planning. Support resilience by participating in backup, recovery, and disaster recovery planning and testing - validating procedures and keeping documentation current as the platform evolves. Empower end users through user guides, knowledge base articles, and quick-reference materials that make ServiceNow capabilities accessible to everyone. Collaborate with engineers and architects on complex enhancements - providing clean requirements, test cases, and UAT feedback to keep delivery on track. Keep the lights on through routine operations monitoring, basic troubleshooting, issue documentation, and coordination with support teams. Required Qualifications Bachelor's in CS, IT, Engineering, or equivalent work experience 0-3 years in ServiceNow, ITSM, business/systems analysis, or related application support Ability to translate business needs into functional requirements and clear, simple configurations Familiarity with ServiceNow workflows, forms, reporting, and basic admin - or a comparable ITSM platform Strong documentation skills: configuration records, procedures, and user-facing materials U.S. citizenship and ability to obtain/maintain Public Trust clearance Preferred Qualifications Hands-on experience as a junior ServiceNow developer performing configuration, reporting, and workflow changes ServiceNow Certified System Administrator, ITIL Foundation, or comparable entry-level certification Exposure to O&M for enterprise ServiceNow instances, including performance, reliability, and scalability Familiarity with federal or highly regulated environments using ServiceNow for enterprise service management
06/08/2026
Full time
ServiceNow Analyst Full-time Remote Secret Clearance Required About the Role Shape the platform that keeps enterprise IT running. As a ServiceNow Business Analyst, you'll sit at the intersection of business needs and technical delivery - gathering requirements, configuring workflows, and making sure the platform's documentation and training materials are always a step ahead. You'll work closely with engineers and stakeholders to translate operational needs into real platform value, while keeping continuity and reliability at the center of everything you do. What You'll Own Capture and clarify requirements for new or enhanced ServiceNow features - from ITSM processes to enterprise service workflows - turning stakeholder input into clear, actionable specs. Configure the platform - workflows, forms, fields, catalogs, and reports - in support of incident, request, change, and related service management processes. Own the documentation: maintain comprehensive records of configurations, architecture diagrams, data flows, and operational procedures for audits and continuity planning. Support resilience by participating in backup, recovery, and disaster recovery planning and testing - validating procedures and keeping documentation current as the platform evolves. Empower end users through user guides, knowledge base articles, and quick-reference materials that make ServiceNow capabilities accessible to everyone. Collaborate with engineers and architects on complex enhancements - providing clean requirements, test cases, and UAT feedback to keep delivery on track. Keep the lights on through routine operations monitoring, basic troubleshooting, issue documentation, and coordination with support teams. Required Qualifications Bachelor's in CS, IT, Engineering, or equivalent work experience 0-3 years in ServiceNow, ITSM, business/systems analysis, or related application support Ability to translate business needs into functional requirements and clear, simple configurations Familiarity with ServiceNow workflows, forms, reporting, and basic admin - or a comparable ITSM platform Strong documentation skills: configuration records, procedures, and user-facing materials U.S. citizenship and ability to obtain/maintain Public Trust clearance Preferred Qualifications Hands-on experience as a junior ServiceNow developer performing configuration, reporting, and workflow changes ServiceNow Certified System Administrator, ITIL Foundation, or comparable entry-level certification Exposure to O&M for enterprise ServiceNow instances, including performance, reliability, and scalability Familiarity with federal or highly regulated environments using ServiceNow for enterprise service management What You'll Own Capture and clarify requirements for new or enhanced ServiceNow features - from ITSM processes to enterprise service workflows - turning stakeholder input into clear, actionable specs. Configure the platform - workflows, forms, fields, catalogs, and reports - in support of incident, request, change, and related service management processes. Own the documentation: maintain comprehensive records of configurations, architecture diagrams, data flows, and operational procedures for audits and continuity planning. Support resilience by participating in backup, recovery, and disaster recovery planning and testing - validating procedures and keeping documentation current as the platform evolves. Empower end users through user guides, knowledge base articles, and quick-reference materials that make ServiceNow capabilities accessible to everyone. Collaborate with engineers and architects on complex enhancements - providing clean requirements, test cases, and UAT feedback to keep delivery on track. Keep the lights on through routine operations monitoring, basic troubleshooting, issue documentation, and coordination with support teams. Required Qualifications Bachelor's in CS, IT, Engineering, or equivalent work experience 0-3 years in ServiceNow, ITSM, business/systems analysis, or related application support Ability to translate business needs into functional requirements and clear, simple configurations Familiarity with ServiceNow workflows, forms, reporting, and basic admin - or a comparable ITSM platform Strong documentation skills: configuration records, procedures, and user-facing materials U.S. citizenship and ability to obtain/maintain Public Trust clearance Preferred Qualifications Hands-on experience as a junior ServiceNow developer performing configuration, reporting, and workflow changes ServiceNow Certified System Administrator, ITIL Foundation, or comparable entry-level certification Exposure to O&M for enterprise ServiceNow instances, including performance, reliability, and scalability Familiarity with federal or highly regulated environments using ServiceNow for enterprise service management
Middleware Engineer Clearance Required: Active Secret About the Role Every enterprise application that talks to another application does it through middleware - and someone has to make sure that conversation never breaks down. As a Middleware Engineer, you'll be on the team that keeps those critical connections running in a complex federal IT environment. This is a hands-on, learn-by-doing role where you'll work alongside experienced engineers, build real technical skills fast, and contribute to infrastructure that supports mission-level operations from day one. What You'll Do Middleware Administration & Configuration Assist in installing and configuring middleware components - application servers, web servers, and messaging platforms - following established build standards and deployment patterns Apply access controls, certificates, and encryption settings to keep middleware services aligned with enterprise security policies and compliance requirements Support backup and recovery procedures for middleware configurations to keep continuity of operations and disaster recovery plans ready when it matters most Monitoring & Incident Support Monitor middleware health, logs, and alerts across the environment - catching issues early before they become outages Perform initial triage on integration and connectivity incidents and escalate complex problems to senior engineers with clear, documented findings Coordinate with application, database, and network teams to validate end-to-end connectivity and service availability after deployments or infrastructure changes Patching, Upgrades & Migrations Support routine maintenance including vendor patching, configuration updates, and post-change service validation Help execute migration and upgrade activities across dev, test, and production environments - moving configurations safely and validating integration points every step of the way Documentation & Governance Contribute to runbooks, topology diagrams, inventory records, and lifecycle plans that keep the team organized and audit-ready Maintain accurate documentation of configurations, standards, and operating procedures in a highly regulated government environment where the paper trail matters as much as the technical work What You Bring 0-3 years of experience in middleware, systems administration, or enterprise IT infrastructure - this is a great entry point for someone ready to level up Foundational understanding of middleware concepts including provisioning, configuration, and multi-tier architecture Basic familiarity with security standards and lifecycle management for middleware platforms Exposure to enterprise middleware stacks such as Apache, Nginx, IIS, Tomcat, WebLogic, WebSphere, or JBoss is a strong plus Scripting experience in PowerShell, Python, or shell scripting for automation and monitoring tasks is a bonus Active Secret clearance or the ability to obtain one U.S. citizenship required for this federal environment Bachelor's degree in Computer Science, IT, or a related field - or equivalent hands-on experience that shows you know your stuff Less than 10% travel required Why This Role Stands Out You'll be touching production middleware, working alongside senior engineers who are invested in your growth, and building a foundation in enterprise integration that opens doors across the industry.
06/08/2026
Full time
Middleware Engineer Clearance Required: Active Secret About the Role Every enterprise application that talks to another application does it through middleware - and someone has to make sure that conversation never breaks down. As a Middleware Engineer, you'll be on the team that keeps those critical connections running in a complex federal IT environment. This is a hands-on, learn-by-doing role where you'll work alongside experienced engineers, build real technical skills fast, and contribute to infrastructure that supports mission-level operations from day one. What You'll Do Middleware Administration & Configuration Assist in installing and configuring middleware components - application servers, web servers, and messaging platforms - following established build standards and deployment patterns Apply access controls, certificates, and encryption settings to keep middleware services aligned with enterprise security policies and compliance requirements Support backup and recovery procedures for middleware configurations to keep continuity of operations and disaster recovery plans ready when it matters most Monitoring & Incident Support Monitor middleware health, logs, and alerts across the environment - catching issues early before they become outages Perform initial triage on integration and connectivity incidents and escalate complex problems to senior engineers with clear, documented findings Coordinate with application, database, and network teams to validate end-to-end connectivity and service availability after deployments or infrastructure changes Patching, Upgrades & Migrations Support routine maintenance including vendor patching, configuration updates, and post-change service validation Help execute migration and upgrade activities across dev, test, and production environments - moving configurations safely and validating integration points every step of the way Documentation & Governance Contribute to runbooks, topology diagrams, inventory records, and lifecycle plans that keep the team organized and audit-ready Maintain accurate documentation of configurations, standards, and operating procedures in a highly regulated government environment where the paper trail matters as much as the technical work What You Bring 0-3 years of experience in middleware, systems administration, or enterprise IT infrastructure - this is a great entry point for someone ready to level up Foundational understanding of middleware concepts including provisioning, configuration, and multi-tier architecture Basic familiarity with security standards and lifecycle management for middleware platforms Exposure to enterprise middleware stacks such as Apache, Nginx, IIS, Tomcat, WebLogic, WebSphere, or JBoss is a strong plus Scripting experience in PowerShell, Python, or shell scripting for automation and monitoring tasks is a bonus Active Secret clearance or the ability to obtain one U.S. citizenship required for this federal environment Bachelor's degree in Computer Science, IT, or a related field - or equivalent hands-on experience that shows you know your stuff Less than 10% travel required Why This Role Stands Out You'll be touching production middleware, working alongside senior engineers who are invested in your growth, and building a foundation in enterprise integration that opens doors across the industry.
Responsible for supporting the sustainment of Applications/Services providing the backend administration and support in the Oracle Cloud Infrastructure. Assist in defining requirements, designing and building data center technology components and testing efforts. Responsibilities and Duties Familiarity with ALM Octane, UFT, LoadRunner, Dynatrace, ReadyAPI, CyberArk, VMWare/Horizon is preferred Installs Application client tools on VDI Images/Pools Troubleshoots connections to Applications and integrations Load Balancing Configuration for Applications Performs Application configuration with SAML/SSO Authentication Provides Level 2 and 3 support for related integration issues Creates a management plan, validates sizing, and forecasted sizing Maintains licenses and key secrets in vault Provides STIGs and CDRL Documentation Minimum Qualifications Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience 7-10 years of experience in information technology, systems administration or other IT related field. CompTIA Security+ US Citizenship Security Requirement Active Secret level clearance Other Job Specific Skills Windows and Linux Environment Administration and configuration of ALM Octane, UFT, LoadRunner, Dynatrace, ReadyAPI,VMWare/Horizon is preferred Installing Application client tools on VDI Images/Pools STIG experience CDRL documentation VMware VDI Microsoft Windows Server Administration Micro Focus Application Lifecycle Management (ALM) Octane Familiarity with ALM Octane, UFT, LoadRunner, Dynatrace, ReadyAPI, CyberArk, VMWare/Horizon is preferred Provides Level 2 and 3 support for related integration issues CompTIA Security+ Active Secret level clearance Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience
06/08/2026
Full time
Responsible for supporting the sustainment of Applications/Services providing the backend administration and support in the Oracle Cloud Infrastructure. Assist in defining requirements, designing and building data center technology components and testing efforts. Responsibilities and Duties Familiarity with ALM Octane, UFT, LoadRunner, Dynatrace, ReadyAPI, CyberArk, VMWare/Horizon is preferred Installs Application client tools on VDI Images/Pools Troubleshoots connections to Applications and integrations Load Balancing Configuration for Applications Performs Application configuration with SAML/SSO Authentication Provides Level 2 and 3 support for related integration issues Creates a management plan, validates sizing, and forecasted sizing Maintains licenses and key secrets in vault Provides STIGs and CDRL Documentation Minimum Qualifications Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience 7-10 years of experience in information technology, systems administration or other IT related field. CompTIA Security+ US Citizenship Security Requirement Active Secret level clearance Other Job Specific Skills Windows and Linux Environment Administration and configuration of ALM Octane, UFT, LoadRunner, Dynatrace, ReadyAPI,VMWare/Horizon is preferred Installing Application client tools on VDI Images/Pools STIG experience CDRL documentation VMware VDI Microsoft Windows Server Administration Micro Focus Application Lifecycle Management (ALM) Octane Familiarity with ALM Octane, UFT, LoadRunner, Dynatrace, ReadyAPI, CyberArk, VMWare/Horizon is preferred Provides Level 2 and 3 support for related integration issues CompTIA Security+ Active Secret level clearance Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience
The PKI Engineer, designs, implements, and operates enterprise Public Key Infrastructure services that underpin secure authentication, encryption, and digital signatures across mission critical systems. The role serves as the primary technical authority for certificate lifecycle management, key management, and trust architectures spanning on premises and cloud environments. The engineer defines PKI standards, policies, and integration patterns for applications, devices, and identities, and leads troubleshooting, modernization, and automation initiatives to keep cryptographic services resilient, scalable, and audit ready in a highly regulated federal IT environment. Key Responsibilities Architect and maintain enterprise PKI solutions, including certificate authorities, registration authorities, OCSP/CRL distribution, and hardware security modules, ensuring high availability and crypto agility. Oversee end to end certificate lifecycle management for users, services, devices, and workloads, including automated issuance, renewal, revocation, and inventory across hybrid and multi cloud environments. Design PKI trust models and integration patterns for TLS/SSL, S/MIME, code signing, VPN, Wi Fi, and device authentication in support of zero trust access and strong identity assurance. Implement and enforce PKI security policies, certificate policies, and certification practice statements, aligning configurations with applicable government and industry cryptographic standards. Build PowerShell or Python automation, APIs, and tooling to streamline PKI operations, monitoring, key rotation, and compliance reporting at enterprise scale. Lead incident response for certificate related outages or compromises, including rapid revocation, re issuance, key rotation, and coordination with security operations and incident response teams. Collaborate with identity, network, and application security architects to embed PKI requirements into new platforms and remediate legacy or non compliant cryptographic implementations. Guide risk assessments and audits focused on cryptographic controls, producing remediation roadmaps to address algorithm deprecation, weak ciphers, and end of life PKI components. Required Qualifications Bachelor's degree in Cybersecurity, Information Technology, Computer Science, or related field, or equivalent relevant experience. 8+ years of experience in cybersecurity engineering or closely related roles, including at least 5 years focused on PKI architecture and operations. Strong background in cybersecurity, network security, and information systems, with deep understanding of standards based security architectures, identity services, and device profiling. Demonstrated expertise with enterprise PKI platforms, certificate lifecycle management, hardware security modules, and related tooling across on prem and cloud environments. Proficiency with automation and scripting (such as PowerShell or Python) to manage PKI operations, monitoring, and reporting at scale. Excellent problem solving, analytical, communication, and interpersonal skills, with the ability to manage multiple initiatives and incident responses effectively. Secret Clearance Required U.S. citizenship required. Less than 10% travel required. Preferred Qualifications Experience engineering PKI for large federal or defense environments, including integration with smart cards, PIV/CAC, and enterprise identity governance platforms. Professional certifications such as CISSP, CCSP, or vendor PKI/cryptography credentials demonstrating advanced knowledge of applied cryptography and key management. Experience leading cryptographic modernization programs (for example, algorithm migrations, key length upgrades, or post quantum readiness initiatives). Familiarity with zero trust architectures and how PKI enables strong device, user, and service identity within those models. - Hands-on experience designing and managing PKI environments (CA/RA, OCSP/CRL, HSMs, key management), not just supporting them - Proven ownership of end-to-end certificate processes (issuance, renewal, revocation, inventory) across users, devices, and systems - Experience integrating PKI with IAM and security systems (TLS/SSL, VPN, SSO, device authentication, Zero Trust environments) - Strong scripting/automation skills (PowerShell/Python/APIs) to manage PKI operations, key rotation, monitoring, and reporting at scale - Background in regulated environments (NIST, FISMA, FedRAMP, DoD) with experience in audits, crypto policies, and incident response
06/08/2026
Full time
The PKI Engineer, designs, implements, and operates enterprise Public Key Infrastructure services that underpin secure authentication, encryption, and digital signatures across mission critical systems. The role serves as the primary technical authority for certificate lifecycle management, key management, and trust architectures spanning on premises and cloud environments. The engineer defines PKI standards, policies, and integration patterns for applications, devices, and identities, and leads troubleshooting, modernization, and automation initiatives to keep cryptographic services resilient, scalable, and audit ready in a highly regulated federal IT environment. Key Responsibilities Architect and maintain enterprise PKI solutions, including certificate authorities, registration authorities, OCSP/CRL distribution, and hardware security modules, ensuring high availability and crypto agility. Oversee end to end certificate lifecycle management for users, services, devices, and workloads, including automated issuance, renewal, revocation, and inventory across hybrid and multi cloud environments. Design PKI trust models and integration patterns for TLS/SSL, S/MIME, code signing, VPN, Wi Fi, and device authentication in support of zero trust access and strong identity assurance. Implement and enforce PKI security policies, certificate policies, and certification practice statements, aligning configurations with applicable government and industry cryptographic standards. Build PowerShell or Python automation, APIs, and tooling to streamline PKI operations, monitoring, key rotation, and compliance reporting at enterprise scale. Lead incident response for certificate related outages or compromises, including rapid revocation, re issuance, key rotation, and coordination with security operations and incident response teams. Collaborate with identity, network, and application security architects to embed PKI requirements into new platforms and remediate legacy or non compliant cryptographic implementations. Guide risk assessments and audits focused on cryptographic controls, producing remediation roadmaps to address algorithm deprecation, weak ciphers, and end of life PKI components. Required Qualifications Bachelor's degree in Cybersecurity, Information Technology, Computer Science, or related field, or equivalent relevant experience. 8+ years of experience in cybersecurity engineering or closely related roles, including at least 5 years focused on PKI architecture and operations. Strong background in cybersecurity, network security, and information systems, with deep understanding of standards based security architectures, identity services, and device profiling. Demonstrated expertise with enterprise PKI platforms, certificate lifecycle management, hardware security modules, and related tooling across on prem and cloud environments. Proficiency with automation and scripting (such as PowerShell or Python) to manage PKI operations, monitoring, and reporting at scale. Excellent problem solving, analytical, communication, and interpersonal skills, with the ability to manage multiple initiatives and incident responses effectively. Secret Clearance Required U.S. citizenship required. Less than 10% travel required. Preferred Qualifications Experience engineering PKI for large federal or defense environments, including integration with smart cards, PIV/CAC, and enterprise identity governance platforms. Professional certifications such as CISSP, CCSP, or vendor PKI/cryptography credentials demonstrating advanced knowledge of applied cryptography and key management. Experience leading cryptographic modernization programs (for example, algorithm migrations, key length upgrades, or post quantum readiness initiatives). Familiarity with zero trust architectures and how PKI enables strong device, user, and service identity within those models. - Hands-on experience designing and managing PKI environments (CA/RA, OCSP/CRL, HSMs, key management), not just supporting them - Proven ownership of end-to-end certificate processes (issuance, renewal, revocation, inventory) across users, devices, and systems - Experience integrating PKI with IAM and security systems (TLS/SSL, VPN, SSO, device authentication, Zero Trust environments) - Strong scripting/automation skills (PowerShell/Python/APIs) to manage PKI operations, key rotation, monitoring, and reporting at scale - Background in regulated environments (NIST, FISMA, FedRAMP, DoD) with experience in audits, crypto policies, and incident response
The IT Configuration Analyst, Junior supports configuration management activities that keep the enterprise configuration management database (CMDB) accurate, complete, and reliable across infrastructure and application services. The role focuses on collecting, validating, and updating configuration item (CI) records so that the environment's current state is consistently reflected for operational and governance needs. Working under the direction of senior configuration and service management staff, this position assists with configuration audits, data quality checks, and analysis that enable effective incident, change, and problem management. The analyst helps ensure configuration data can be confidently used for impact analysis, risk assessment, and decision making across a federal IT environment. Key Responsibilities Maintain accurate, complete CI records in the CMDB by collecting, verifying, and updating configuration data for infrastructure, applications, and related services. Perform day to day CMDB maintenance activities, including creating and updating CIs, reconciling discovery data with manually entered information, and resolving data conflicts. Assist with configuration audits and certifications by comparing CMDB records to actual inventories, documenting discrepancies, and coordinating remediation with owning teams. Use IT service management and CMDB tools to navigate CI structures, run queries and reports, and support impact analysis for incidents, problems, and changes. Review change records and incident tickets to confirm that associated CIs are correctly linked, improving traceability for root cause analysis and risk evaluation. Contribute to CMDB data quality improvement efforts by monitoring metrics such as completeness and correctness and helping implement corrective actions. Follow configuration governance practices, including naming standards, data entry guidelines, and access controls, to protect CMDB integrity and support audit readiness. Collaborate with other ITIL process owners and operations teams to ensure configuration data supports stable, efficient delivery of enterprise IT services in a regulated environment. Required Qualifications Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline, or equivalent combination of education and experience. 0-3 years of experience in IT operations, service management, asset management, or configuration management supporting enterprise IT services. Foundational understanding of ITIL service asset and configuration management concepts, including CI types, attributes, relationships, and lifecycle states within a CMDB. Hands on experience using IT service management or CMDB tools to maintain records, perform basic queries, and support incident or change processes. Candidates must have a current secret security clearance or higher. Analytical, problem solving, communication, and interpersonal skills, with the ability to manage multiple tasks in a fast paced environment. Preferred Qualifications Experience supporting ServiceNow or another enterprise CMDB implementation, including familiarity with discovery or service mapping data feeds. ITIL Foundation or similar certification demonstrating knowledge of configuration and related ITSM processes. Prior experience working in a federal or highly regulated IT environment with formal change and configuration governance. Exposure to CMDB data quality metrics and reporting to support continuous improvement of configuration data. Maintain accurate, complete CI records in the CMDB by collecting, verifying, and updating configuration data for infrastructure, applications, and related services. Perform day to day CMDB maintenance activities, including creating and updating CIs, reconciling discovery data with manually entered information, and resolving data conflicts. Assist with configuration audits and certifications by comparing CMDB records to actual inventories, documenting discrepancies, and coordinating remediation with owning teams. Use IT service management and CMDB tools to navigate CI structures, run queries and reports, and support impact analysis for incidents, problems, and changes. Review change records and incident tickets to confirm that associated CIs are correctly linked, improving traceability for root cause analysis and risk evaluation. Contribute to CMDB data quality improvement efforts by monitoring metrics such as completeness and correctness and helping implement corrective actions. Follow configuration governance practices, including naming standards, data entry guidelines, and access controls, to protect CMDB integrity and support audit readiness. Collaborate with other ITIL process owners and operations teams to ensure configuration data supports stable, efficient delivery of enterprise IT services in a regulated environment.
06/08/2026
Full time
The IT Configuration Analyst, Junior supports configuration management activities that keep the enterprise configuration management database (CMDB) accurate, complete, and reliable across infrastructure and application services. The role focuses on collecting, validating, and updating configuration item (CI) records so that the environment's current state is consistently reflected for operational and governance needs. Working under the direction of senior configuration and service management staff, this position assists with configuration audits, data quality checks, and analysis that enable effective incident, change, and problem management. The analyst helps ensure configuration data can be confidently used for impact analysis, risk assessment, and decision making across a federal IT environment. Key Responsibilities Maintain accurate, complete CI records in the CMDB by collecting, verifying, and updating configuration data for infrastructure, applications, and related services. Perform day to day CMDB maintenance activities, including creating and updating CIs, reconciling discovery data with manually entered information, and resolving data conflicts. Assist with configuration audits and certifications by comparing CMDB records to actual inventories, documenting discrepancies, and coordinating remediation with owning teams. Use IT service management and CMDB tools to navigate CI structures, run queries and reports, and support impact analysis for incidents, problems, and changes. Review change records and incident tickets to confirm that associated CIs are correctly linked, improving traceability for root cause analysis and risk evaluation. Contribute to CMDB data quality improvement efforts by monitoring metrics such as completeness and correctness and helping implement corrective actions. Follow configuration governance practices, including naming standards, data entry guidelines, and access controls, to protect CMDB integrity and support audit readiness. Collaborate with other ITIL process owners and operations teams to ensure configuration data supports stable, efficient delivery of enterprise IT services in a regulated environment. Required Qualifications Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline, or equivalent combination of education and experience. 0-3 years of experience in IT operations, service management, asset management, or configuration management supporting enterprise IT services. Foundational understanding of ITIL service asset and configuration management concepts, including CI types, attributes, relationships, and lifecycle states within a CMDB. Hands on experience using IT service management or CMDB tools to maintain records, perform basic queries, and support incident or change processes. Candidates must have a current secret security clearance or higher. Analytical, problem solving, communication, and interpersonal skills, with the ability to manage multiple tasks in a fast paced environment. Preferred Qualifications Experience supporting ServiceNow or another enterprise CMDB implementation, including familiarity with discovery or service mapping data feeds. ITIL Foundation or similar certification demonstrating knowledge of configuration and related ITSM processes. Prior experience working in a federal or highly regulated IT environment with formal change and configuration governance. Exposure to CMDB data quality metrics and reporting to support continuous improvement of configuration data. Maintain accurate, complete CI records in the CMDB by collecting, verifying, and updating configuration data for infrastructure, applications, and related services. Perform day to day CMDB maintenance activities, including creating and updating CIs, reconciling discovery data with manually entered information, and resolving data conflicts. Assist with configuration audits and certifications by comparing CMDB records to actual inventories, documenting discrepancies, and coordinating remediation with owning teams. Use IT service management and CMDB tools to navigate CI structures, run queries and reports, and support impact analysis for incidents, problems, and changes. Review change records and incident tickets to confirm that associated CIs are correctly linked, improving traceability for root cause analysis and risk evaluation. Contribute to CMDB data quality improvement efforts by monitoring metrics such as completeness and correctness and helping implement corrective actions. Follow configuration governance practices, including naming standards, data entry guidelines, and access controls, to protect CMDB integrity and support audit readiness. Collaborate with other ITIL process owners and operations teams to ensure configuration data supports stable, efficient delivery of enterprise IT services in a regulated environment.
The Product Owner will be responsible for guiding the vision, prioritization, and delivery of product features to support internal and external stakeholders such as Business Analysts, development teams, and program leadership. Our Product Owners leverage Agile frameworks such as Scrum or Kanban to effectively manage workflow, maintain clear priorities, and ensure consistent delivery of value and have experience with programming, SQL, or a BI Platform, as well as understanding JSON data structures and working with APIs. Our Product Owners then adapt these methodologies to fit the needs of the team and product, fostering transparency, collaboration, and continuous improvement throughout the development process. The ideal candidate has experience translating complex business needs into clear, actionable requirements via user stories, ensuring alignment between technical teams and strategic objectives, and assist with analyzing data and presenting information to stakeholders. The candidate should enjoy working collaboratively in a team environment but also be self motivated and capable of driving decisions independently when needed. Our product owners have a true passion for building impactful products and take pride in delivering solutions that provide meaningful value. Key Responsibilities: Gather and clarify requirements from stakeholders, ensuring product needs are clearly understood and accurately represented. Define, prioritize, and refine the product backlog to support business goals and maximize value delivery. Collaborate closely with your development team to translate user needs into actionable user stories and acceptance criteria. Continuously build product and domain knowledge to serve as a subject matter expert for the team and stakeholders. Partner with colleagues to evolve features and iteratively improve the product based on feedback and performance. Identify product risks, gaps, and dependencies and work proactively to resolve or mitigate them. Participate in user acceptance activities to confirm delivered features meet expectations and requirements. Communicate product vision, roadmap updates, and progress in a clear, effective manner to a wide audience. Maintain strong attention to detail and accountability to ensure timely delivery of product commitments. Required minimum qualifications: Bachelor's Degree or equivalent or 4 years' relevant experience in lieu of degree. 5 additional years of relevant experience. Experience analyzing data and presenting information to stakeholders. Experience with programming or SQL or BI Platform. Must be a US Citizen Candidates that do not meet the required qualifications will not be considered. Preferred qualifications: Experience working in Agile/Scrum (or Kanban) environments and collaborating with cross functional teams. Experience facilitating backlog refinement sessions, sprint planning, and other Agile ceremonies. Experience using product management tools such as Jira, GitHub, or Rally. Experience contributing to and helping maintain product roadmaps, release plans, or long term product strategies. Experience with product migrations or upgrades, feature rollouts, or transitions to new platforms or technologies. Ability to read, interpret, and validate JSON data structures to support user story creation, acceptance criteria, and backend integration workflows. Demonstrated experience working with APIs, including reviewing request/response structures and collaborating with development teams to refine API specifications. One or more relevant industry certifications, such as: Certified Scrum Product Owner (CSPO) Professional Scrum Product Owner I or II (PSPO I / PSPO II) Scaled Agile Framework Product Owner / Product Manager (SAFe POPM) Agile Certified Practitioner (PMI ACP) Certified Scrum Master (CSM) or Professional Scrum Master (PSM)
06/08/2026
Full time
The Product Owner will be responsible for guiding the vision, prioritization, and delivery of product features to support internal and external stakeholders such as Business Analysts, development teams, and program leadership. Our Product Owners leverage Agile frameworks such as Scrum or Kanban to effectively manage workflow, maintain clear priorities, and ensure consistent delivery of value and have experience with programming, SQL, or a BI Platform, as well as understanding JSON data structures and working with APIs. Our Product Owners then adapt these methodologies to fit the needs of the team and product, fostering transparency, collaboration, and continuous improvement throughout the development process. The ideal candidate has experience translating complex business needs into clear, actionable requirements via user stories, ensuring alignment between technical teams and strategic objectives, and assist with analyzing data and presenting information to stakeholders. The candidate should enjoy working collaboratively in a team environment but also be self motivated and capable of driving decisions independently when needed. Our product owners have a true passion for building impactful products and take pride in delivering solutions that provide meaningful value. Key Responsibilities: Gather and clarify requirements from stakeholders, ensuring product needs are clearly understood and accurately represented. Define, prioritize, and refine the product backlog to support business goals and maximize value delivery. Collaborate closely with your development team to translate user needs into actionable user stories and acceptance criteria. Continuously build product and domain knowledge to serve as a subject matter expert for the team and stakeholders. Partner with colleagues to evolve features and iteratively improve the product based on feedback and performance. Identify product risks, gaps, and dependencies and work proactively to resolve or mitigate them. Participate in user acceptance activities to confirm delivered features meet expectations and requirements. Communicate product vision, roadmap updates, and progress in a clear, effective manner to a wide audience. Maintain strong attention to detail and accountability to ensure timely delivery of product commitments. Required minimum qualifications: Bachelor's Degree or equivalent or 4 years' relevant experience in lieu of degree. 5 additional years of relevant experience. Experience analyzing data and presenting information to stakeholders. Experience with programming or SQL or BI Platform. Must be a US Citizen Candidates that do not meet the required qualifications will not be considered. Preferred qualifications: Experience working in Agile/Scrum (or Kanban) environments and collaborating with cross functional teams. Experience facilitating backlog refinement sessions, sprint planning, and other Agile ceremonies. Experience using product management tools such as Jira, GitHub, or Rally. Experience contributing to and helping maintain product roadmaps, release plans, or long term product strategies. Experience with product migrations or upgrades, feature rollouts, or transitions to new platforms or technologies. Ability to read, interpret, and validate JSON data structures to support user story creation, acceptance criteria, and backend integration workflows. Demonstrated experience working with APIs, including reviewing request/response structures and collaborating with development teams to refine API specifications. One or more relevant industry certifications, such as: Certified Scrum Product Owner (CSPO) Professional Scrum Product Owner I or II (PSPO I / PSPO II) Scaled Agile Framework Product Owner / Product Manager (SAFe POPM) Agile Certified Practitioner (PMI ACP) Certified Scrum Master (CSM) or Professional Scrum Master (PSM)
The Continuity Manager leads the development, implementation, and ongoing enhancement of business continuity (BC) and IT disaster recovery (ITDR) capabilities that ensure critical federal operations can withstand, adapt to, and rapidly recover from disruptions. This role conducts business impact analyses and risk assessments to identify priority services, recovery objectives, dependencies, and resiliency gaps across applications, infrastructure, facilities, and vendor-supported services. Working closely with IT operations, cybersecurity, service and process owners, and governance teams, the Continuity Manager designs, documents, and maintains continuity and recovery plans aligned with federal requirements, NIST frameworks, ISO standards, and ITIL 4 resilience, incident, and problem-management practices. The role facilitates tabletop exercises, failover tests, and readiness reviews, providing leadership with metrics, dashboards, and audit-ready reporting. This position plays a critical part in strengthening enterprise resilience and ensuring regulatory compliance within a highly regulated federal IT environment. Key Responsibilities Develop and maintain enterprise continuity and IT disaster recovery policies, standards, and playbooks aligned with NIST, ISO, and government regulations, ensuring readiness and compliance across the organization. Perform business impact analyses and risk assessments to identify critical functions, recovery time objectives (RTOs), recovery point objectives (RPOs), resource requirements, and operational dependencies across technical and business services. Coordinate creation, maintenance, and periodic review of continuity and recovery plans for applications, infrastructure, facilities, personnel, and vendor-supported services to ensure documentation is current, actionable, and audit-ready. Plan, execute, and evaluate tabletop exercises, simulations, and failover or recovery tests; identify gaps and improvement opportunities; and drive remediation efforts with accountable stakeholders. Collaborate with IT operations, cybersecurity, incident response, problem management, service owners, and vendors to integrate continuity and resilience requirements into projects, changes, releases, and operational practices. Produce continuity and resilience metrics, dashboards, and reports for leadership and compliance stakeholders, including plan maturity, test results, readiness assessments, and incident or recovery outcomes. Lead or support investigations following incidents or disruptions; facilitate ITIL-aligned root cause analysis and guide implementation of corrective and preventive actions. Serve as a subject matter expert in resilience, continuity, and recovery best practices, providing training, mentoring, and guidance to IT teams and contributing to continual service improvement. Required Qualifications Bachelor's degree in Business Administration, Information Technology, Emergency Management, or a related field, or equivalent relevant experience. 8+ years of experience in business continuity, disaster recovery, IT operations, incident management, or related risk management roles, with demonstrated ownership of continuity or recovery programs. Solid understanding of business continuity and disaster recovery principles, risk assessments, business impact analyses, and incident management frameworks such as ITIL. Proven ability to develop, document, and maintain continuity plans, conduct exercises and tests, and coordinate recovery activities across multiple stakeholders and technical disciplines. Excellent analytical, problem-solving, organizational, and project-management skills with the ability to prioritize and manage multiple initiatives in a fast-paced environment. Exceptional written and verbal communication skills, with the ability to translate complex technical concepts for non-technical audiences and present readiness information to leadership and audit stakeholders. Active SECRET security clearance U.S. citizenship required. Preferred Qualifications Experience implementing enterprise-wide continuity or disaster recovery programs in a federal or highly regulated sector, including participation in federal audits or compliance reviews. Professional certifications such as CBCP, MBCI, ITIL, ISO 22301, or other credentials demonstrating expertise in continuity, recovery, and incident management practices. Familiarity with monitoring, observability, automated testing, and reporting platforms that support continuity, incident response, and infrastructure resilience. Background leading ITIL-aligned problem management investigations, facilitating After Action Reports (AARs), and driving corrective action plans to prevent recurrence. Experience working with cloud platforms, hybrid architectures, and third-party providers to incorporate continuity and recovery requirements into service design and operations. Business Continuity Planning (BCP) & IT Disaster Recovery (ITDR) Business Impact Analysis (BIA) & Risk Assessment Recovery Planning (RTO/RPO) & Continuity Plan Development Disaster Recovery Testing, Tabletop Exercises & Failover Validation Incident Management, Root Cause Analysis (RCA) & Corrective Actions NIST, ISO 22301/27001 & ITIL 4 Frameworks Enterprise IT Infrastructure (Applications, Networks, Cloud & Hybrid Environments) Vendor & Third-Party Risk / Dependency Management Continuity Integration into IT Operations & Service Delivery Metrics, Reporting, Dashboards & Audit Readiness Cross-Functional Collaboration & Stakeholder Coordination Program / Project Management Executive Communication & Documentation Analytical Thinking, Problem-Solving & Risk Mitigation
06/08/2026
Full time
The Continuity Manager leads the development, implementation, and ongoing enhancement of business continuity (BC) and IT disaster recovery (ITDR) capabilities that ensure critical federal operations can withstand, adapt to, and rapidly recover from disruptions. This role conducts business impact analyses and risk assessments to identify priority services, recovery objectives, dependencies, and resiliency gaps across applications, infrastructure, facilities, and vendor-supported services. Working closely with IT operations, cybersecurity, service and process owners, and governance teams, the Continuity Manager designs, documents, and maintains continuity and recovery plans aligned with federal requirements, NIST frameworks, ISO standards, and ITIL 4 resilience, incident, and problem-management practices. The role facilitates tabletop exercises, failover tests, and readiness reviews, providing leadership with metrics, dashboards, and audit-ready reporting. This position plays a critical part in strengthening enterprise resilience and ensuring regulatory compliance within a highly regulated federal IT environment. Key Responsibilities Develop and maintain enterprise continuity and IT disaster recovery policies, standards, and playbooks aligned with NIST, ISO, and government regulations, ensuring readiness and compliance across the organization. Perform business impact analyses and risk assessments to identify critical functions, recovery time objectives (RTOs), recovery point objectives (RPOs), resource requirements, and operational dependencies across technical and business services. Coordinate creation, maintenance, and periodic review of continuity and recovery plans for applications, infrastructure, facilities, personnel, and vendor-supported services to ensure documentation is current, actionable, and audit-ready. Plan, execute, and evaluate tabletop exercises, simulations, and failover or recovery tests; identify gaps and improvement opportunities; and drive remediation efforts with accountable stakeholders. Collaborate with IT operations, cybersecurity, incident response, problem management, service owners, and vendors to integrate continuity and resilience requirements into projects, changes, releases, and operational practices. Produce continuity and resilience metrics, dashboards, and reports for leadership and compliance stakeholders, including plan maturity, test results, readiness assessments, and incident or recovery outcomes. Lead or support investigations following incidents or disruptions; facilitate ITIL-aligned root cause analysis and guide implementation of corrective and preventive actions. Serve as a subject matter expert in resilience, continuity, and recovery best practices, providing training, mentoring, and guidance to IT teams and contributing to continual service improvement. Required Qualifications Bachelor's degree in Business Administration, Information Technology, Emergency Management, or a related field, or equivalent relevant experience. 8+ years of experience in business continuity, disaster recovery, IT operations, incident management, or related risk management roles, with demonstrated ownership of continuity or recovery programs. Solid understanding of business continuity and disaster recovery principles, risk assessments, business impact analyses, and incident management frameworks such as ITIL. Proven ability to develop, document, and maintain continuity plans, conduct exercises and tests, and coordinate recovery activities across multiple stakeholders and technical disciplines. Excellent analytical, problem-solving, organizational, and project-management skills with the ability to prioritize and manage multiple initiatives in a fast-paced environment. Exceptional written and verbal communication skills, with the ability to translate complex technical concepts for non-technical audiences and present readiness information to leadership and audit stakeholders. Active SECRET security clearance U.S. citizenship required. Preferred Qualifications Experience implementing enterprise-wide continuity or disaster recovery programs in a federal or highly regulated sector, including participation in federal audits or compliance reviews. Professional certifications such as CBCP, MBCI, ITIL, ISO 22301, or other credentials demonstrating expertise in continuity, recovery, and incident management practices. Familiarity with monitoring, observability, automated testing, and reporting platforms that support continuity, incident response, and infrastructure resilience. Background leading ITIL-aligned problem management investigations, facilitating After Action Reports (AARs), and driving corrective action plans to prevent recurrence. Experience working with cloud platforms, hybrid architectures, and third-party providers to incorporate continuity and recovery requirements into service design and operations. Business Continuity Planning (BCP) & IT Disaster Recovery (ITDR) Business Impact Analysis (BIA) & Risk Assessment Recovery Planning (RTO/RPO) & Continuity Plan Development Disaster Recovery Testing, Tabletop Exercises & Failover Validation Incident Management, Root Cause Analysis (RCA) & Corrective Actions NIST, ISO 22301/27001 & ITIL 4 Frameworks Enterprise IT Infrastructure (Applications, Networks, Cloud & Hybrid Environments) Vendor & Third-Party Risk / Dependency Management Continuity Integration into IT Operations & Service Delivery Metrics, Reporting, Dashboards & Audit Readiness Cross-Functional Collaboration & Stakeholder Coordination Program / Project Management Executive Communication & Documentation Analytical Thinking, Problem-Solving & Risk Mitigation
Senior Applications Developer, highly proficient in leading and independently maintaining, developing, testing and delivering high quality, enterprise-wide solutions. Builds, enhances and maintains custom solutions in Jira, Java-based and Azure .NET custom web-applications. Applies software updates and patches to Jira, Confluence, WebSphere. Integrates Jira with other tools and systems. Provides technical guidance/expertise to and mentors a team of developers. Modernizes applications written in older technologies for new platforms. Performs requirements analysis and writes professional, detailed technical documentation. Diagnoses, troubleshoots and solves technical issues with existing applications. Provides clear communication with clients, team members and customers on video, phone and in person. Captures clear, concise and accurate technical documentation. Creates coded unit tests and works with Testers/Information Assurance to address program and/or security findings. Acts as a mentor to less-experienced team members. Prepares required documentation, including block diagrams, logic flow charts and software program documentation. Minimum Qualifications Bachelor's Degree in Computer Science, Information Systems or a related field or equivalent relevant experience. US Citizen 6 - 8 years+ experience designing, developing, testing, and maintaining custom Jira solutions, software development, particularly with Java, JavaScript, Relational databases (SQL and SQL Managed Instance). 4 - 6 years+ experience advanced Azure developer skills using .NET technologies, App Service and SQL Other Job Specific Skills Agile Scrum with JIRA, general JIRA Application Administration. ServiceNow ticket management. Power Platform. IIS and web server administration; ability to troubleshoot applications and servers based on Cyber alerts. Azure App Service, Azure SQL Managed Instance, Azure DevOps. Ability to coordinate and lead development activities among team members. SQL - particularly Stored Procedures. Business Analysis. Work closely to communicate with stakeholders, team members and customers. Hands-on Experience with: Jira, Confluence. Java, .NET, HTML, JavaScript, CSS, C++, C#, SQL, Oracle BI, PowerShell. Eclipse, Atlassian Custom Developer Tools, Azure DevOps, Visual Studio. Strong, independent application development skills that contribute significantly to analysis, prototype and design and troubleshooting activities. Ability to analyze existing architectures in variety of platforms. Project leadership roles, project management, mentors team members. - Full-Stack Development & Modernization: Strong experience building and maintaining enterprise applications using Java, .NET, JavaScript, SQL, and modernizing legacy systems - Jira & Atlassian Expertise: Advanced experience with Jira/Confluence development, customization, integration, and administration - Azure & Cloud Development: Hands-on experience with Azure App Services, .NE-T, Azure SQL, and DevOps pipelines - Troubleshooting & Application Support: Ability to diagnose, resolve, and maintain complex applications, including patching, updates, and performance issues - Leadership & Stakeholder Collaboration: Proven ability to lead development efforts, mentor team members, and communicate effectively with stakeholders
06/08/2026
Full time
Senior Applications Developer, highly proficient in leading and independently maintaining, developing, testing and delivering high quality, enterprise-wide solutions. Builds, enhances and maintains custom solutions in Jira, Java-based and Azure .NET custom web-applications. Applies software updates and patches to Jira, Confluence, WebSphere. Integrates Jira with other tools and systems. Provides technical guidance/expertise to and mentors a team of developers. Modernizes applications written in older technologies for new platforms. Performs requirements analysis and writes professional, detailed technical documentation. Diagnoses, troubleshoots and solves technical issues with existing applications. Provides clear communication with clients, team members and customers on video, phone and in person. Captures clear, concise and accurate technical documentation. Creates coded unit tests and works with Testers/Information Assurance to address program and/or security findings. Acts as a mentor to less-experienced team members. Prepares required documentation, including block diagrams, logic flow charts and software program documentation. Minimum Qualifications Bachelor's Degree in Computer Science, Information Systems or a related field or equivalent relevant experience. US Citizen 6 - 8 years+ experience designing, developing, testing, and maintaining custom Jira solutions, software development, particularly with Java, JavaScript, Relational databases (SQL and SQL Managed Instance). 4 - 6 years+ experience advanced Azure developer skills using .NET technologies, App Service and SQL Other Job Specific Skills Agile Scrum with JIRA, general JIRA Application Administration. ServiceNow ticket management. Power Platform. IIS and web server administration; ability to troubleshoot applications and servers based on Cyber alerts. Azure App Service, Azure SQL Managed Instance, Azure DevOps. Ability to coordinate and lead development activities among team members. SQL - particularly Stored Procedures. Business Analysis. Work closely to communicate with stakeholders, team members and customers. Hands-on Experience with: Jira, Confluence. Java, .NET, HTML, JavaScript, CSS, C++, C#, SQL, Oracle BI, PowerShell. Eclipse, Atlassian Custom Developer Tools, Azure DevOps, Visual Studio. Strong, independent application development skills that contribute significantly to analysis, prototype and design and troubleshooting activities. Ability to analyze existing architectures in variety of platforms. Project leadership roles, project management, mentors team members. - Full-Stack Development & Modernization: Strong experience building and maintaining enterprise applications using Java, .NET, JavaScript, SQL, and modernizing legacy systems - Jira & Atlassian Expertise: Advanced experience with Jira/Confluence development, customization, integration, and administration - Azure & Cloud Development: Hands-on experience with Azure App Services, .NE-T, Azure SQL, and DevOps pipelines - Troubleshooting & Application Support: Ability to diagnose, resolve, and maintain complex applications, including patching, updates, and performance issues - Leadership & Stakeholder Collaboration: Proven ability to lead development efforts, mentor team members, and communicate effectively with stakeholders
SOC Analyst Hybrid- 2 days a week in Bethesda, MD U.S. Citizenship Required The Security Operations Center Analyst will be responsible for monitoring and analyzing security threats and implementing appropriate countermeasures to protect the organization's information assets. Key Responsibilities: Monitor and analyze security threats and vulnerabilities and implement appropriate countermeasures Ensure compliance with regulatory compliance directives, including various NIST and NIH security controls and monitoring and reporting requirements Manage incident response efforts and assist in investigations into security breaches Manage and maintain Security Waivers, perform product evaluations and advise management of upcoming changes to the environment Communicate and report to stakeholders on security-related documents and status updates Assist in the development, implementation and oversight of SOC standard operating procedures used to guide daily activities of the operations center Utilize various security tools like Tenable Security Center, Splunk, MS Defender, SEIM, Symantec DLP, Netsparker, Penetration Testing, Service Now, Web Application Security, Data Loss Prevention, Incident Response, Forensics, Security Tool Evaluation, and Endpoint Protection (Cylance) Qualifications: At least five years of experience within the Cyber Security industry, with experience in security event monitoring and incident response services within an enterprise network security environment U.S Citizenship Bachelor's or Master's Degree in Information Technology or related disciplines; or have equivalent and direct experience with the management, operation, and direction of a network and/or security operations center CISSP, CISM, CySA+, or GCIH certifications are desired Strong understanding of log analysis and monitoring management systems, security event monitoring systems, network-based and host-based intrusion detection systems, firewall technologies, malware detection and enterprise-level antivirus solutions/systems, VPN technologies and encryption standards Strong understanding of the various industry standard cyber security disciplines and generally accepted practices governing the present-day cyber security industry Strong understanding of regulatory compliance directives to include various NIST and NIH security controls and monitoring and reporting requirements Experience with managing and ensuring the timely response and investigations of security events and incidents within a security operations center
06/08/2026
Full time
SOC Analyst Hybrid- 2 days a week in Bethesda, MD U.S. Citizenship Required The Security Operations Center Analyst will be responsible for monitoring and analyzing security threats and implementing appropriate countermeasures to protect the organization's information assets. Key Responsibilities: Monitor and analyze security threats and vulnerabilities and implement appropriate countermeasures Ensure compliance with regulatory compliance directives, including various NIST and NIH security controls and monitoring and reporting requirements Manage incident response efforts and assist in investigations into security breaches Manage and maintain Security Waivers, perform product evaluations and advise management of upcoming changes to the environment Communicate and report to stakeholders on security-related documents and status updates Assist in the development, implementation and oversight of SOC standard operating procedures used to guide daily activities of the operations center Utilize various security tools like Tenable Security Center, Splunk, MS Defender, SEIM, Symantec DLP, Netsparker, Penetration Testing, Service Now, Web Application Security, Data Loss Prevention, Incident Response, Forensics, Security Tool Evaluation, and Endpoint Protection (Cylance) Qualifications: At least five years of experience within the Cyber Security industry, with experience in security event monitoring and incident response services within an enterprise network security environment U.S Citizenship Bachelor's or Master's Degree in Information Technology or related disciplines; or have equivalent and direct experience with the management, operation, and direction of a network and/or security operations center CISSP, CISM, CySA+, or GCIH certifications are desired Strong understanding of log analysis and monitoring management systems, security event monitoring systems, network-based and host-based intrusion detection systems, firewall technologies, malware detection and enterprise-level antivirus solutions/systems, VPN technologies and encryption standards Strong understanding of the various industry standard cyber security disciplines and generally accepted practices governing the present-day cyber security industry Strong understanding of regulatory compliance directives to include various NIST and NIH security controls and monitoring and reporting requirements Experience with managing and ensuring the timely response and investigations of security events and incidents within a security operations center
This position requires an active Secret clearance in support of the Department of Defense (DoD) The Patch Management Specialist, Junior supports the patch management lifecycle for desktops, laptops, and remote endpoints to maintain secure, stable, and compliant enterprise environments. The role assists with identifying required operating system and application patches, coordinating testing, and deploying updates to reduce vulnerabilities and meet organizational policies. The specialist monitors patch status and compliance dashboards, performs initial troubleshooting, and escalates issues that may affect mission critical systems. Key Responsibilities Apply foundational patch management principles to identify, test, and deploy OS and application updates across enterprise endpoints using standard patch management tools. Support coordination of routine and emergency patch cycles, including pre deployment testing, change approvals, maintenance window planning, and rollback procedures for desktops and remote devices. Monitor vulnerability and patch compliance reports, interpret risk levels, and work with senior administrators to remediate non compliant systems according to standards. Use basic network and systems administration concepts to understand dependencies between endpoints, servers, and networks when planning and troubleshooting patch deployments. Assist with implementing automated patch workflows, including scheduling, targeting device groups, validating successful installation, and documenting results for audits. Maintain documentation for patch baselines, deployment procedures, known issues, and SOPs to support repeatable and compliant operations. Collaborate with cybersecurity and vulnerability management staff so patching activities align with current threats, advisories, and security policies. Required Qualifications Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience. Typically 0-3 years of related experience in systems administration, IT support, or cybersecurity in an enterprise environment. Understanding of basic patch management concepts and familiarity with common tools (for example, WSUS, SCCM, or similar). Strong problem solving, analytical, communication, and interpersonal skills, with the ability to handle multiple tasks. Candidates must have a current secret security clearance. Up to 10% travel Apply foundational patch management principles to identify, test, and deploy OS and application updates across enterprise endpoints using standard patch management tools. Support coordination of routine and emergency patch cycles, including pre deployment testing, change approvals, maintenance window planning, and rollback procedures for desktops and remote devices. Monitor vulnerability and patch compliance reports, interpret risk levels, and work with senior administrators to remediate non compliant systems according to standards. Use basic network and systems administration concepts to understand dependencies between endpoints, servers, and networks when planning and troubleshooting patch deployments. Assist with implementing automated patch workflows, including scheduling, targeting device groups, validating successful installation, and documenting results for audits. Maintain documentation for patch baselines, deployment procedures, known issues, and SOPs to support repeatable and compliant operations. Collaborate with cybersecurity and vulnerability management staff so patching activities align with current threats, advisories, and security policies.
06/08/2026
Full time
This position requires an active Secret clearance in support of the Department of Defense (DoD) The Patch Management Specialist, Junior supports the patch management lifecycle for desktops, laptops, and remote endpoints to maintain secure, stable, and compliant enterprise environments. The role assists with identifying required operating system and application patches, coordinating testing, and deploying updates to reduce vulnerabilities and meet organizational policies. The specialist monitors patch status and compliance dashboards, performs initial troubleshooting, and escalates issues that may affect mission critical systems. Key Responsibilities Apply foundational patch management principles to identify, test, and deploy OS and application updates across enterprise endpoints using standard patch management tools. Support coordination of routine and emergency patch cycles, including pre deployment testing, change approvals, maintenance window planning, and rollback procedures for desktops and remote devices. Monitor vulnerability and patch compliance reports, interpret risk levels, and work with senior administrators to remediate non compliant systems according to standards. Use basic network and systems administration concepts to understand dependencies between endpoints, servers, and networks when planning and troubleshooting patch deployments. Assist with implementing automated patch workflows, including scheduling, targeting device groups, validating successful installation, and documenting results for audits. Maintain documentation for patch baselines, deployment procedures, known issues, and SOPs to support repeatable and compliant operations. Collaborate with cybersecurity and vulnerability management staff so patching activities align with current threats, advisories, and security policies. Required Qualifications Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience. Typically 0-3 years of related experience in systems administration, IT support, or cybersecurity in an enterprise environment. Understanding of basic patch management concepts and familiarity with common tools (for example, WSUS, SCCM, or similar). Strong problem solving, analytical, communication, and interpersonal skills, with the ability to handle multiple tasks. Candidates must have a current secret security clearance. Up to 10% travel Apply foundational patch management principles to identify, test, and deploy OS and application updates across enterprise endpoints using standard patch management tools. Support coordination of routine and emergency patch cycles, including pre deployment testing, change approvals, maintenance window planning, and rollback procedures for desktops and remote devices. Monitor vulnerability and patch compliance reports, interpret risk levels, and work with senior administrators to remediate non compliant systems according to standards. Use basic network and systems administration concepts to understand dependencies between endpoints, servers, and networks when planning and troubleshooting patch deployments. Assist with implementing automated patch workflows, including scheduling, targeting device groups, validating successful installation, and documenting results for audits. Maintain documentation for patch baselines, deployment procedures, known issues, and SOPs to support repeatable and compliant operations. Collaborate with cybersecurity and vulnerability management staff so patching activities align with current threats, advisories, and security policies.
The O&S Cloud Engineer is responsible for the deployment, provisioning, hardening, and optimization of cloud infrastructure and related cloud services, with a program focus on Oracle Cloud Infrastructure (OCI). This role designs, builds, maintains, and enhances cloud environments to support mission-critical operations, ensuring security, scalability, performance, and cost efficiency. The engineer collaborates with cross functional teams and developers to implement resilient cloud-native solutions and automation frameworks, supporting both internal stakeholders and external clients. Primary Responsibilities Design, build, and deploy cloud-based computing services at scale within OCI. Migrate systems and applications to OCI, ensuring secure, stable, and high-performing environments. Formulate detailed network, storage, and compute design specifications to support dynamic cloud operations. Manage cloud services including Identity and Access Management, Security Groups, and OCI-native services. Utilize infrastructure-as-code tools (Terraform, Ansible), scripting (PowerShell), and CI/CD pipelines (CloudBees Jenkins) to automate and orchestrate cloud environments. Develop scripts, templates, and automation for provisioning and configuring cloud resources. Collaborate with internal and external teams to translate technical objectives into actionable requirements. Review operational requirements with project teams and client stakeholders to support deployment and ongoing operations. Develop and maintain documentation for cloud infrastructure, network design, best practices, and operational procedures. Serve as a liaison to clients, participating in meetings to ensure technical needs are met. Support cost management, performance optimization, disaster recovery planning, and cloud security initiatives. Assist in identifying and planning new cloud services, features, and technical capabilities. Program-Specific Technical Skills (OCI Focus) Windows Active Directory Windows Server Administration PowerShell scripting Oracle Database Oracle Linux OS Administration Oracle Cloud Infrastructure (OCI) Terraform Ansible CloudBees Jenkins Automation and cloud-native architecture expertise Minimum Qualifications Bachelor's Degree or equivalent relevant experience CSP Associate-level cloud certification in AWS, Azure, OCI, or Google Cloud (Professional-level certification preferred) 8-15 years of IT experience, including: 3-4 years of cloud engineering experience on one or more major platforms 4+ years supporting or debugging Windows or Linux operating systems in an engineering or administrative role Candidates MUST have a current secret clearance, Top Secret preferred. Additional Job Skills Advanced knowledge of Identity and Access Management (IAM) and shared security responsibilities Strong understanding of cloud-based backup and storage concepts Hands-on experience supporting enterprise server, backup, and storage solutions in the cloud Strong analytical and problem-solving skills Advanced troubleshooting skills across storage, backups, server OS, and networks Proficiency in cloud command-line interfaces and advanced scripting Excellent documentation, communication, collaboration, and priority management skills Knowledge of information lifecycle management best practices Maintain and upgrade secure windows environment through windows firewall Running the windows operating system Coordinate and ensure successful implementation and support of windows infrastructure Troubleshoot and diagnose any windows related problems Test new server and network infrastructure Provide hardware and software support for desktop operating systems and servers relating to desktop infrastructure Configure and maintain server hardware Occur in the hardware/software infrastructure Manage the migration/consolidation of server hardware, software and data Analyzing and implementing server operating systems Provide administration, server support, management, and server side network configuration for multiple clients Perform server and security audits Administer patch management server automation system Configure client and server network software, and perform software upgrades Implement advanced network configurations within the server configuration Recognize and troubleshoot networking and operating problems with server hardware and application software Design new virtual server and storage configuration Deploy servers, storage and related hardware/software Determining needed hardware and software upgrades of servers and network Secure Client's server infrastructure by applying all applicable security patches to Client's 4600+ windows servers per published Primary Responsibilities Design, build, and deploy cloud-based computing services at scale within OCI. Migrate systems and applications to OCI, ensuring secure, stable, and high-performing environments. Formulate detailed network, storage, and compute design specifications to support dynamic cloud operations. Manage cloud services including Identity and Access Management, Security Groups, and OCI-native services. Utilize infrastructure-as-code tools (Terraform, Ansible), scripting (PowerShell), and CI/CD pipelines (CloudBees Jenkins) to automate and orchestrate cloud environments. Develop scripts, templates, and automation for provisioning and configuring cloud resources. Collaborate with internal and external teams to translate technical objectives into actionable requirements. Review operational requirements with project teams and client stakeholders to support deployment and ongoing operations. Develop and maintain documentation for cloud infrastructure, network design, best practices, and operational procedures. Serve as a liaison to clients, participating in meetings to ensure technical needs are met. Support cost management, performance optimization, disaster recovery planning, and cloud security initiatives. Assist in identifying and planning new cloud services, features, and technical capabilities.
06/08/2026
Full time
The O&S Cloud Engineer is responsible for the deployment, provisioning, hardening, and optimization of cloud infrastructure and related cloud services, with a program focus on Oracle Cloud Infrastructure (OCI). This role designs, builds, maintains, and enhances cloud environments to support mission-critical operations, ensuring security, scalability, performance, and cost efficiency. The engineer collaborates with cross functional teams and developers to implement resilient cloud-native solutions and automation frameworks, supporting both internal stakeholders and external clients. Primary Responsibilities Design, build, and deploy cloud-based computing services at scale within OCI. Migrate systems and applications to OCI, ensuring secure, stable, and high-performing environments. Formulate detailed network, storage, and compute design specifications to support dynamic cloud operations. Manage cloud services including Identity and Access Management, Security Groups, and OCI-native services. Utilize infrastructure-as-code tools (Terraform, Ansible), scripting (PowerShell), and CI/CD pipelines (CloudBees Jenkins) to automate and orchestrate cloud environments. Develop scripts, templates, and automation for provisioning and configuring cloud resources. Collaborate with internal and external teams to translate technical objectives into actionable requirements. Review operational requirements with project teams and client stakeholders to support deployment and ongoing operations. Develop and maintain documentation for cloud infrastructure, network design, best practices, and operational procedures. Serve as a liaison to clients, participating in meetings to ensure technical needs are met. Support cost management, performance optimization, disaster recovery planning, and cloud security initiatives. Assist in identifying and planning new cloud services, features, and technical capabilities. Program-Specific Technical Skills (OCI Focus) Windows Active Directory Windows Server Administration PowerShell scripting Oracle Database Oracle Linux OS Administration Oracle Cloud Infrastructure (OCI) Terraform Ansible CloudBees Jenkins Automation and cloud-native architecture expertise Minimum Qualifications Bachelor's Degree or equivalent relevant experience CSP Associate-level cloud certification in AWS, Azure, OCI, or Google Cloud (Professional-level certification preferred) 8-15 years of IT experience, including: 3-4 years of cloud engineering experience on one or more major platforms 4+ years supporting or debugging Windows or Linux operating systems in an engineering or administrative role Candidates MUST have a current secret clearance, Top Secret preferred. Additional Job Skills Advanced knowledge of Identity and Access Management (IAM) and shared security responsibilities Strong understanding of cloud-based backup and storage concepts Hands-on experience supporting enterprise server, backup, and storage solutions in the cloud Strong analytical and problem-solving skills Advanced troubleshooting skills across storage, backups, server OS, and networks Proficiency in cloud command-line interfaces and advanced scripting Excellent documentation, communication, collaboration, and priority management skills Knowledge of information lifecycle management best practices Maintain and upgrade secure windows environment through windows firewall Running the windows operating system Coordinate and ensure successful implementation and support of windows infrastructure Troubleshoot and diagnose any windows related problems Test new server and network infrastructure Provide hardware and software support for desktop operating systems and servers relating to desktop infrastructure Configure and maintain server hardware Occur in the hardware/software infrastructure Manage the migration/consolidation of server hardware, software and data Analyzing and implementing server operating systems Provide administration, server support, management, and server side network configuration for multiple clients Perform server and security audits Administer patch management server automation system Configure client and server network software, and perform software upgrades Implement advanced network configurations within the server configuration Recognize and troubleshoot networking and operating problems with server hardware and application software Design new virtual server and storage configuration Deploy servers, storage and related hardware/software Determining needed hardware and software upgrades of servers and network Secure Client's server infrastructure by applying all applicable security patches to Client's 4600+ windows servers per published Primary Responsibilities Design, build, and deploy cloud-based computing services at scale within OCI. Migrate systems and applications to OCI, ensuring secure, stable, and high-performing environments. Formulate detailed network, storage, and compute design specifications to support dynamic cloud operations. Manage cloud services including Identity and Access Management, Security Groups, and OCI-native services. Utilize infrastructure-as-code tools (Terraform, Ansible), scripting (PowerShell), and CI/CD pipelines (CloudBees Jenkins) to automate and orchestrate cloud environments. Develop scripts, templates, and automation for provisioning and configuring cloud resources. Collaborate with internal and external teams to translate technical objectives into actionable requirements. Review operational requirements with project teams and client stakeholders to support deployment and ongoing operations. Develop and maintain documentation for cloud infrastructure, network design, best practices, and operational procedures. Serve as a liaison to clients, participating in meetings to ensure technical needs are met. Support cost management, performance optimization, disaster recovery planning, and cloud security initiatives. Assist in identifying and planning new cloud services, features, and technical capabilities.
Senior Applications Developer/Engineer, highly proficient in leading and independently maintaining, developing, testing and delivering high quality, enterprise-wide solutions. Plans, designs and supports migrations of Jira and Confluence to Atlassian Cloud. Provides Identity Management Expertise, including planning and maintenance of various identity systems and services (multi-factor, SSO) and authorization concepts. Applies software updates and patches to Jira, Confluence, WebSphere. Integrates Jira with other tools and systems. Provides technical mentorship, guidance, and expertise to a small team of developers. Builds, enhances and maintains custom solutions in Jira, Java-based and Azure .NET custom web-applications. Modernizes applications written in older technologies for new platforms. Performs requirements analysis and writes professional, detailed technical documentation. Diagnoses, troubleshoots and solves technical issues with existing applications. Provides clear communication with clients, team members and customers on video, phone and in person. Captures clear, concise and accurate technical documentation. Minimum Qualifications Bachelor's Degree in Computer Science, Information Systems or a related field or equivalent relevant experience. 10+ years of experience with programming or web development activities. US Citizenship Required Hands-on Experience with: Jira, Confluence Data Center. Atlassian Cloud services. Java, HTML, JavaScript, JQL. Eclipse, Atlassian Custom Developer Tools, Azure DevOps, Visual Studio. Strong, independent application development skills that contribute significantly to analysis, prototype and design and troubleshooting activities. Ability to analyze existing architectures in variety of platforms Project leadership roles, project management, mentors team members Special Skills/Knowledge Identity and Access Management expert. Migration of Jira and Confluence to Atlassian Cloud. Agile Scrum with JIRA, general JIRA Application Administration. Azure App Service, Azure SQL Managed Instance, Azure DevOps. Ability to coordinate and lead development activities among team members. SQL - particularly Stored Procedures. Business Analysis. Work closely to communicate with stakeholders, team members and customers. Java, .NET, JavaScript, HTML, and SQL development Jira & Confluence administration and Atlassian Cloud migration Identity & Access Management (IAM), SSO, and MFA Azure DevOps, Azure App Services, and Visual Studio Enterprise application development, integration, and modernization Application troubleshooting, testing, and technical support Agile/Scrum development and Jira administration Technical documentation, requirements analysis, and business analysis Project leadership, mentoring, and stakeholder communication System architecture analysis and problem solving
06/08/2026
Full time
Senior Applications Developer/Engineer, highly proficient in leading and independently maintaining, developing, testing and delivering high quality, enterprise-wide solutions. Plans, designs and supports migrations of Jira and Confluence to Atlassian Cloud. Provides Identity Management Expertise, including planning and maintenance of various identity systems and services (multi-factor, SSO) and authorization concepts. Applies software updates and patches to Jira, Confluence, WebSphere. Integrates Jira with other tools and systems. Provides technical mentorship, guidance, and expertise to a small team of developers. Builds, enhances and maintains custom solutions in Jira, Java-based and Azure .NET custom web-applications. Modernizes applications written in older technologies for new platforms. Performs requirements analysis and writes professional, detailed technical documentation. Diagnoses, troubleshoots and solves technical issues with existing applications. Provides clear communication with clients, team members and customers on video, phone and in person. Captures clear, concise and accurate technical documentation. Minimum Qualifications Bachelor's Degree in Computer Science, Information Systems or a related field or equivalent relevant experience. 10+ years of experience with programming or web development activities. US Citizenship Required Hands-on Experience with: Jira, Confluence Data Center. Atlassian Cloud services. Java, HTML, JavaScript, JQL. Eclipse, Atlassian Custom Developer Tools, Azure DevOps, Visual Studio. Strong, independent application development skills that contribute significantly to analysis, prototype and design and troubleshooting activities. Ability to analyze existing architectures in variety of platforms Project leadership roles, project management, mentors team members Special Skills/Knowledge Identity and Access Management expert. Migration of Jira and Confluence to Atlassian Cloud. Agile Scrum with JIRA, general JIRA Application Administration. Azure App Service, Azure SQL Managed Instance, Azure DevOps. Ability to coordinate and lead development activities among team members. SQL - particularly Stored Procedures. Business Analysis. Work closely to communicate with stakeholders, team members and customers. Java, .NET, JavaScript, HTML, and SQL development Jira & Confluence administration and Atlassian Cloud migration Identity & Access Management (IAM), SSO, and MFA Azure DevOps, Azure App Services, and Visual Studio Enterprise application development, integration, and modernization Application troubleshooting, testing, and technical support Agile/Scrum development and Jira administration Technical documentation, requirements analysis, and business analysis Project leadership, mentoring, and stakeholder communication System architecture analysis and problem solving
Service Desk Agent - Tier 1 Onsite in Oak Ridge, TN U.S Citizenship Required The Service Desk (Tier 1) Support Contractor will serve as the primary point of contact for all end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs). The contractor will support a wide range of enterprise IT services and technologies, ensuring reliable and efficient IT operations for both on-site and remote users. This role is stationed at Oak Ridge, TN and requires full on-site. Key Responsibilities Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate. Respond to incidents and service requests according to assigned criticality and established SLAs. Operate and maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups. Support enterprise IT services and end-user technologies, including: Operating systems (Windows, macOS) Office productivity platforms (Microsoft 365) Cloud collaboration tools Mobile devices (iOS, Android) Common peripherals and communication services Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools. Ensure Service Desk personnel maintain foundational knowledge in hardware, software, networking, and troubleshooting methodologies aligned with industry standards (CompTIA A+, ITIL v4 Foundations, HDI). Demonstrate proficiency in modern productivity and collaboration tools (Microsoft 365), basic data analysis tools (Power BI), and awareness of emerging technologies such as AI-driven tools and self-service platforms. Contribute to and maintain a knowledge base of common issues and solutions to promote user self-service and reduce call volume. Conduct trend and root cause analysis to identify opportunities for incident reduction and service improvement. Support the generation of operational metrics and reports to support performance monitoring and continuous improvement, including incident trends, recurring issues, service request volumes, and customer satisfaction data. Provide ad hoc reports as requested. Demonstrate flexibility to support evolving technology platforms, service delivery models, and organizational needs as directed. Support a shared on-call schedule as needed Qualifications U.S Citizenship Excellent communication and customer service skills. Foundational knowledge equivalent to CompTIA A+ or similar industry-recognized certifications. Familiarity with ITIL v4 Foundations or HDI standards for IT service management. Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI. Strong troubleshooting skills across hardware, software, and networking concepts. Ability to adapt to new technologies and evolving service delivery mo
01/06/2026
Full time
Service Desk Agent - Tier 1 Onsite in Oak Ridge, TN U.S Citizenship Required The Service Desk (Tier 1) Support Contractor will serve as the primary point of contact for all end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs). The contractor will support a wide range of enterprise IT services and technologies, ensuring reliable and efficient IT operations for both on-site and remote users. This role is stationed at Oak Ridge, TN and requires full on-site. Key Responsibilities Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate. Respond to incidents and service requests according to assigned criticality and established SLAs. Operate and maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups. Support enterprise IT services and end-user technologies, including: Operating systems (Windows, macOS) Office productivity platforms (Microsoft 365) Cloud collaboration tools Mobile devices (iOS, Android) Common peripherals and communication services Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools. Ensure Service Desk personnel maintain foundational knowledge in hardware, software, networking, and troubleshooting methodologies aligned with industry standards (CompTIA A+, ITIL v4 Foundations, HDI). Demonstrate proficiency in modern productivity and collaboration tools (Microsoft 365), basic data analysis tools (Power BI), and awareness of emerging technologies such as AI-driven tools and self-service platforms. Contribute to and maintain a knowledge base of common issues and solutions to promote user self-service and reduce call volume. Conduct trend and root cause analysis to identify opportunities for incident reduction and service improvement. Support the generation of operational metrics and reports to support performance monitoring and continuous improvement, including incident trends, recurring issues, service request volumes, and customer satisfaction data. Provide ad hoc reports as requested. Demonstrate flexibility to support evolving technology platforms, service delivery models, and organizational needs as directed. Support a shared on-call schedule as needed Qualifications U.S Citizenship Excellent communication and customer service skills. Foundational knowledge equivalent to CompTIA A+ or similar industry-recognized certifications. Familiarity with ITIL v4 Foundations or HDI standards for IT service management. Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI. Strong troubleshooting skills across hardware, software, and networking concepts. Ability to adapt to new technologies and evolving service delivery mo