Enterprise Support Analyst - (ISC)2

Overview:

Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.

Position Summary:

The Enterprise Support Analyst collaborates with business and IT experts to ensure effective technology service delivery. This individual will establish a rapport and build trust with stakeholders over time by delivering high-quality service outcomes.  The Enterprise Support Analyst must also understand and work within the guidelines of ITIL practices to deliver technology service, and agile techniques to deliver continuous improvement.  ISC2 supports several security frameworks globally, this person must be familiar with security best practices that affect application configuration, change management and procurement.

 

The incumbent will work remotely most of the time, being available to report to the headquarters office in Alexandria, Virginia, when needed.

Responsibilities:

• Consistently respond to all incoming ServiceNow ticketed requests for support and services within prescribed SLAs.
• Provision end user systems and services within prescribed SLAs using appropriate tools and automation.
• Order hardware and software from preferred vendors, accurately maintain asset inventory and adhere to asset management policies.
• Administer and troubleshoot Apple (MacOS, iOS), Windows and mobile endpoints using JAMF, Intune and Active Directory.
• Administer user accounts in Okta, Active Directory, Salesforce and other dependent systems.
• Contribute to service improvement efforts, updates to documentation and the development of Service Desk support processes.
• Provide technical support for special events and assigned projects as required.
• Deliver onboarding training.
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Perform other duties as assigned.

Qualifications:

• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices.
• Ability to work well independently with limited oversight, and collaboratively as part of a team; developing positive relationships and sharing knowledge through peer training.
• Strong problem solving and analytical skills.
• Strives to understand contributing factors, works to resolve complex situations.
• Exhibits strong interpersonal skills and professional demeanor to maintain business relations with internal staff at every organizational level and with external vendors/clients.
• Shows exceptional customer service skills; works and communicates well with vendors, staff and end-users.
• Shows good organizational skills.
• Keeps information organized and accessible.
• Able to multi-task.
• Maintains an efficient workspace.
• Manages time well.
• Detail oriented, maintains high-quality standards, and good follow-up skills.
• Maintains confidentiality
• Must be located in the Alexandria, Virginia area.

Education and Work Experience:

• Degree in Information Technology preferred
• Minimum 3 years of relevant experience required
• Minimum 3 years of experience working on an ITIL based enterprise help desk preferred
• Experience installing, configuring, and troubleshooting end-user Apple (MacOS) and Windows (PC) hardware including workstations, laptops, tablets, smart phones, and printers required
• At least 1 year supporting Office 365 and Adobe suites required
• At least 1 year experience with ServiceNow ticket management
• Exposure to JAMF management suite preferred
• Familiarity with Salesforce Administration preferred
• Current industry certifications desirable (A+, ITIL, ServiceNow, Apple, etc.)
• Information security experience a plus

Physical and Mental Demands:

• Work normal business hours and extended hours, evenings and weekends when necessary, to meet deadlines
• Participate in an on-call rotation (typically once a month)
• Work normal business hours, and occasional extended hours or overtime, when necessary
• Remain in a stationary position, often standing or sitting, for prolonged periods
• Regular use of office equipment such as a computer/laptop and monitor computer screens

Equal Employment Opportunity Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.