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Tier III Help Desk Specialist / Shift Lead | SAIC | Charleston, WV
Smart People Solving Hard Problems. The world's critical and intriguing
problems demand solutions that are startlingly different. Where is this
type of challenge and thinking to be found? At SAIC, the FORTUNE
500® scientific, engineering, and technology applications company
that is working to solve problems of vital importance to the nation and
the world.
The Space and Geospatial Intelligence Business Unit (SGIBU) currently
has an opening for a Tier III Help Desk Specialist / Shift Lead
supporting the Department of Veterans Affairs in Falling Waters, WV.
The scope of work is in support of the Security Related Areas of
Incident Response (IR) and System and Information Integrity (SI) in the
FIPS PUB 200, FEDERAL INFORMATION PROCESSING STANDARDS PUBLICATION,
Minimum Security Requirements for Federal Information and Information
Systems, in order to improve the security posture of the Department of
Veterans Affairs.
JOB DESCRIPTION SPECIFIC:
Scope: The Tier III Help Desk Specialist /
Shift Lead are experts in their fields and are responsible for not only
assisting both Tier I and Tier II personnel, but with the research of
solutions to new or unknown issues. Note that Tier III technicians have
the same responsibility as Tier II technicians in reviewing the work
order and assessing the time already spent with the customer so that the
work is prioritized and time management is sufficiently utilized. If it
is at all possible, the technician will work to solve the problem with
the customer as it may become apparent that the Tier I and/or Tier II
technicians simply failed to discover the proper solution. Upon
encountering new problems; however, Tier III personnel must first
determine whether or not to solve the problem and may require the
customer's contact information so that the technician can have adequate
time to troubleshoot the issue and find a solution. In some instances,
an issue may be so problematic to the point where the product cannot be
salvaged and must be replaced. Such extreme problems are also sent to
the original developers for in-depth analysis. If it is determined that
a problem can be solved, this group is responsible for designing and
developing one or more courses of action, evaluating each of these
courses in a test case environment, and implementing the best solution
to the problem. Once the solution is verified, it is delivered to the
customer and made available for future troubleshooting and analysis.
JOB DESCRIPTION GENERAL:
Scope: The Tier III Help Desk Specialist /
Shift Lead is responsible for designing, developing or recommending
integrated security system solutions that will ensure
proprietary/confidential data and systems are protected. The Tier III
Help Desk Specialist:
- Provides technical engineering services for the support of integrated
security systems and solutions
- Participates with the client in the strategic design process to
translate security and business requirements into technical designs
- Configures and validates secure systems and tests security products
and systems to detect security weakness
- Works on problems of moderate scope. May provide guidance to others to
achieve goals in accordance with established policies
- May determine methods and procedures to be used on new assignments.
Ensures project schedules and performance requirements are met
- Contributes to the development of the organization's goals and
objectives
- Recognizes that decisions or failure to achieve results may cause
delays in schedules
- Frequently interacts with customers and functional peer groups.
CURRENT WORKING ENVIRONMENT:
The Tier III Help Desk Specialist / Shift
Lead shall support a variety of key technical security platforms
including:
AntiVirus (AV), Public Key Infrastructure (PKI), Host Based Intrusion
Prevention System (HIPS), Network Intrusion Prevention System (NIPS),
Virtual Private Network (VPN), and similar security-related devices.
The current architecture consists of approximately:
- Host-Based Intrusion Prevention Systems (HIPS) - approximately 300,000
desktop agents and approximately 10,000 server agents
- Approximately 144 Network-Based Intrusion Prevention Systems (NIPS)
[IBM ISS G1200 and G400 IDS server sensors] and 16 Firewalls [IBM
ISS/CISCO PIX]. VA projects NIPS sensors to expand to 1200 by year 2011.
There is an anticipated 5% growth per month for the roll out of the IDS
sensors and firewalls
- Antivirus for approximately 300,000 agents; current architecture is
McAfee's central management application ePolicy Orchestrator (ePO)
version 4.0 server with a dedicated database server
- Four redundant National Gateways and 100 Business Partner Gateways
(BPG) with associated security devices
- Wide Area Network (WAN) - Approximately 500 routers and 22,000
interfaces.
REQUIRED EDUCATION/SKILLS:
Bachelor's degree or equivalent and 4+ years of related experience.
SHIFT WORK IS REQUIRED.
Candidates with a current Secret / Top Secret security clearance will be
given greater consideration. All other candidates MUST be able to
successfully complete a security background investigation.
DESIRE SKILLS:
CISSP, CCSE and CCSA.
Consider joining the ranks of SAIC's 45,000 employees who are committed
to success and innovation. For immediate consideration, please submit
your resume online. ©2009 SAIC. All rights reserved. Equal
Opportunity Employer.
To apply for this position, please copy and paste the following link
into your browser address bar:
http://saic.contacthr.com/13574305
or submit your resume and salary requirements through our homepage at
https://cp-its-rmprd.saic.com/MAIN/careerportal/Job_Profile.cfm?szOrderID=150517
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