ICF International seeks a cleared and experienced Cyber Operations Support Specialist to address end-user technical support queries on the Persistent Cyber Training Environment (PCTE) platform. The position involves documenting, monitoring, and resolving reported issues while ensuring adherence to operational service level standards. As a Cyber Operations Support Specialist, utilize product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions. Offer guidance on issue resolution approaches and escalate issues as needed. In addition, responsibilities extend to supporting software and device installations/upgrades, setting up user profiles, and maintaining user accounts to meet response time and quality service level standards.

This work will be onsite supporting a program at Ft. Meade, MD.  Must be able to perform shift work and have flexible hours as required. 

Required Clearance: U.S. Citizenship required (required by federal government for position). Active TS/SCI with ability to obtain and maintain a poly.

What You Will Be Doing:

• Utilize Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.
• Oversee the creation of user accounts, address platform issues raised by users, and ensure swift resolutions.
• Incorporate user feedback for ongoing improvements to the customer experience.
• This comprehensive support encompasses systems categorized under Unclassified, Sec/REL, and Top-Secret security levels.

What You Must Have:

• Bachelor’s degree in a technical discipline such as IT, computer science, systems or software engineering from an accredited college or university and 5 years’ experience.  (or 5 years’ additional experience in lieu of degree) 

• 8570 Compliant IAT Level II or greater. Security+, CISSP or other equivalent certification required within six months of hire.

• Demonstrated expertise in administering software systems within virtual machine and container-based hybrid cloud environments.

• Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.

• Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).

Preferred Qualifications:

• Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.

• Display meticulous attention to detail while entering user information to ensure accuracy, maintaining a commitment to error rates below 5%, minimizing the need for corrective actions.

• Ability to analyze real-world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.

• Offer professional-level support for IT, virtual environments, and network functions, addressing a range of technical challenges.

• Thrive as a self-starter in a dynamic and fast-paced environment, collaborating effectively with engineers of varying skill levels and experience.

• Display sensitivity and adaptability to meet customer needs and requirements effectively.

• Proven ability to prioritize and manage multiple tasks, projects, and demands concurrently.

• Interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.

• Proficiency in resolving technical issues encompassing diverse integrated software and hardware platforms.

• The ideal candidate should demonstrate flexibility in their work schedule, including the ability to work different shifts and weekends.

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Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world’s toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more here: Requesting an Accommodation for the ICF interview process.

Read more aboutworkplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in theTransparency in (Benefits) Coverage Act.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$115,889.00 - $197,011.00Maryland Client Office (MD88)