Summary/Objective 

The Cyber Intelligence Technical Specialist IV is a staff position that provides in-depth technical support for complex end-user cases with limited supervision. This role will work in conjunction with Cyber Intelligence and Support to troubleshoot support tickets as well as handling escalated cases from Cyber Intelligence and Support technicians. 

Shift options:

Typical Night shift hours: 11pm-8am.

Friday-Monday, 4 day / 10 hour shifts

Thursday-Monday, 5 day / 8 hour shifts

Friday-Tuesday, 4 day / 8 hour shifts

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Under limited supervision, provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions.
• Act as senior-level contact for all end-users that need technical support by receiving and resolving escalations from lower-level technicians.
• Answer support calls, create and update tickets, and respond to assigned tickets in a timely manner.
• Handle both client-facing and internal back-end technical support tasks such as troubleshoot network server issues, perform system backups and recovery, review server and security audits, administer infrastructure equipment (monitoring, maintenance, hardware/software upgrades, optimization, etc.), configure server resource allocation (CPU, memory, and disk partitions), e-mail routing and administration from various email products.
• Work as a technical resource with various responsibilities including administration of LAN/WAN/Internet/Intranet data communication systems, schedule and communicate system maintenance, collaborate with the senior network team and maximize network performance through various monitoring/tuning/optimization techniques.
• Assist less experienced technicians on various internal teams with client technical problems they encounter.
• Clearly communicate technical solutions in a user-friendly, professional manner.
• Follow defined procedures and policies to resolve recurring tasks.
• Involve management on more sensitive or complex end-user problems.
• Perform related work as required.

Competencies

• Advanced Technical Capacity.
• Strong Complex Problem Solving/Analysis.
• Great Attention to Detail.
• Work Independently.
• Strong Initiative.
• Communication Proficiency.
• Team Player.
• Ability to Train.
• Decision Making.
• Time Management.
• Research Capabilities.

Supervisory Responsibility

This position has no supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and copy machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Position Type and Expected Hours of Work

This is a full-time position. Cyber Intelligence is a 24/7 department; therefore, days and hours of work are variable and could include overnight hours and/or weekends. 

Travel

No travel is expected for this position.

Required Education and Experience

• Intermediate understanding of desktop operating systems, various software applications, and PC/Server/Network hardware.
• Intermediate understanding of Microsoft Active Directory, DNS, DHCP, Hyper-V, and DFS.
• Intermediate understanding of principles and theories of network systems and management.
• Intermediate understanding of Internet technologies and products.
• At least two years of technical work experience or equivalent education/certifications.

Preferred Education and Experience

• Four or more years of technical work experience.
• Relevant technical certifications (e.g., A+, Network+, Security+, Server+).

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.