Peraton · 4 days ago
Cyber Case Management/Service Desk Agent
Washington, DC
Full-time
Onsite
Mid Level
$66K/yr - $106K/yr
3+ years expPeraton is a next-generation national security company that drives missions of consequence spanning the globe. They are seeking an experienced Cyber Case Management/Service Desk Agent to support the Cybersecurity and Infrastructure Security Agency (CISA) 24x7 Operations Center, focusing on managing cyber incidents and ensuring effective communication with stakeholders.
Information TechnologyRobotics
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Perform shift work supporting the Cybersecurity and Infrastructure Security Agency (CISA) 24x7 Operations Center
Execute the overarching process of ingesting, triaging, assigning, monitoring, and resolving cyber incidents impacting Critical Infrastructure entities, Federal Civilian Executive Branch (FCEB) and State, Local, Tribal, and Territorial (SLTT) Departments/Agencies
Monitor emails, phones, and web portal submissions of cyber incident data to assign for Tier 2 support
Follow up with CISA staff and stakeholders to ensure incident lifecycle execution
Draft organizational documentation such as, Standard Operating Procedures, Work Instructions, etc
Identify opportunities to increase the efficacy of cyber incident report handling and workflows
Understand cyber, physical, and communications incident trend analysis and reporting functions
Correlate and associate potential threat activities to inform senior leader decision makers
Ensure timely and effective response to internal and external mission partners
Seek to improve the quality, productivity, and sharing of information pertaining to the incident reporting life cycle
Certify coordination and distribution of incidents and service requests
Manage the lifecycle of information, assistance, and service requests
Performing customer relationship management activities with mission partners and external stakeholders
Perform internal coordination and follow up for distributed actions
Ensure compliance with defined processes, procedures, work instructions, and program requirements
A willingness to learn new tools and technologies and take on new responsibilities as assigned
Provide guidance to the general public on cyber issues as needed
Act as a resource for colleagues with less experience
Qualification
Required
BS/BA with 3 years of related experience. An additional 4 years of experience may be considered in lieu of degree
Minimum of 1 year in an Operations Center or Security Operations Center (SOC)
Knowledge and understanding of customer service techniques and experience providing Service Desk or call center support
Demonstrated exceptional communication skills and the ability to stay calm in high stress events while maintaining good decision-making, focus, and prioritizing capability and skills
Demonstrated self-motivation, problem solving, and critical thinking skills and characteristics
U.S. citizenship required and an active Top Secret Security Clearance
In addition, selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment
Preferred
ITIL Foundation Certification
Security+ certification
Knowledge of Microsoft Office suite
Experience in building operational workflow models
Technical Writing Skills
Experience using the ServiceNow ticketing suite
Benefits
Medical
Dental
Vision
Life
Health savings account
Short/long term disability
EAP
Parental leave
401(k)
Paid time off (PTO) for vacation
Company paid holidays
Company
Peraton
Peraton Fearlessly solving the toughest national security challenges.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Thomas Terjesen
Chief Information Officer
Recent News
Washington Technology
2026-01-22
2025-09-25
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