Security Product Support Analyst - Military veterans preferred



  full-time   employee

United States


Position Summary / Responsibilities:

The Security Product Support Analyst (Security PSA) provides Tier-2 technical support to end users on various technical issues and problems relating to endpoint security software and security features enabled within the Windows 10 operating system.

Security PSAs are responsible for responding to, documenting, and resolving incident tickets in a timely manner according to SLAs. Successful Security PSAs have excellent problem solving skills enabling them to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to the appropriate resolver. This position supports multiple security products from McAfee, Carbon Black, Bromium, Microsoft, ForeScout, and others. 


Analyze and respond to security events from security data sources
Interface with customers, service desk agents, and engineers in a polite, positive, and professional manner to resolve escalated technical issues
Promptly handle incoming support calls and respond in a timely manner within documented SLAs to support tickets
Document actions in tickets to effectively communicate information internally and to customers
Adhere to policies, procedures, and security practices
Resolve problems independently and follow documented escalation procedures
Monitor systems to detect incidents or unauthorized/malicious activity
Recommend improvements to procedures and guidelines related to support services
Liaison with senior USAF personnel
Maintain technical knowledge and stay current on work related emerging technologies and industry best practices
Identifying or investigating and escalating potential issues affecting IT security
Troubleshooting and resolving technical issues related to IT or cyber security infrastructure such as:  networks or Firewall or Virtual Private Network or Web proxies/gateways or Intrusion Detection & prevention systems or Host security systems


TYPICAL EDUCATION AND EXPERIENCE: Bachelors and five (5) years or more experience; Masters and three (3) years or more experience; PhD and 0 years related experience.

Position Requirements:

Bachelor’s degree and minimum 5 years (additional 4 years of experience in lieu of degree) of SOC, InfoSec, or cybersecurity threat management related experience.
Excellent verbal and written communication skills
Must be a team player
Experience recommending and implementing technical change in IT organizations
Life-long learner who enjoys staying current on emerging technologies
Ability to analyze and solve problems independently
Valid CompTIA Security+ CE certification
Demonstrated familiarity with STIG requirements within DoD environment required
Experience performing vulnerability scans and providing remediation recommendations
Secret clearance (or ability to obtain Interim Secret Clearance before start date)
Must be a US citizen

Desired Skills:

Familiarity with ServiceNow a plus