Description

The U.S. Cybersecurity and Infrastructure Security (CISA) mission is to lead the national effort to protect and enhance the resilience of the nation's physical and cyber infrastructure.  CISA includes the CISA Mission Enabling Offices (MEOs) and six Divisions: the Cybersecurity Division (CSD), the Emergency Communications Division (ECD), the Integrated Operations Division (IOD), Infrastructure Security Division (ISD), the Stakeholder Engagement Division (SED), as well as, the National Risk Management Center (NRMC), which are headquartered within the National Capital Region (NCR).  

CISA's information technology (IT) landscape has historically produced networks and systems individually managed and maintained within each of its Divisions as well as its MEOs.  This task order is to provide Enterprise Engineering and Operations Support Services (EEOSS) to CISA IT to establish enterprise IT capabilities. These enterprise IT capabilities shall support CISA's ability to continue establishing a modern IT infrastructure; engaging in various initiatives to evaluate and implement emerging technologies; migrating to the cloud; supporting mobility and collaboration platforms; and continually improving the performance, security, and availability of enterprise IT services.

Working with an enterprise network architecture, engineering, and implementation team supporting our Federal customer, the Technical Analyst provides customer and technical support for a Drupal-based web application. This role is responsible for monitoring incoming service requests, troubleshooting user issues, and ensuring timely ticket management and escalation. The ideal candidate possesses strong communication skills, attention to detail, and a foundational understanding of web application support processes.

Primary Responsibilities:

• Monitor service desk and ticketing systems for new or updated Drupal application support requests.

• Provide troubleshooting and resolution for common user issues, including login errors, navigation problems, and content-management questions.

• Create, update, and document tickets accurately within the ServiceNow platform.

• Escalate complex or unresolved issues development teams following escalation procedures.

• Perform password resets and basic user-account management within the Drupal application.

• Communicate promptly and professionally with users to confirm issue receipt, provide updates, and verify resolution.

• Support routine operational checks and system monitoring tasks to ensure application availability and performance.

• Maintain knowledge base articles and standard operating procedures for common issues and recurring requests.

• Excellent communication and written skills
• A minimum of three(3) year of experience in customer service support

Must be a U.S. Citizen

Clearance Preference:

• DHS EOD - 1st priority
• Any DHS badge + DoD Top Secret or Secret - 2nd choice
• DoD Secret or Top Secret + willingness to get EOD clearance - 3rd choice (it can take 45 days to obtain EOD clearance work can only begin once the clearance is fully adjudicated)

PI279073228