As part of the Security Operations Team at CIS, the Associate Device Support Specialist will work with members to support and troubleshoot issues on the infrastructure used to monitor State, Local, Tribal and Territorial (SLTT) government networks.

Candidate would be primarily working remotely but preferred to be located locally with the ability to travel on-site to the office located in East Greenbush, NY when necessary.

• Timely response and handling of lower tier support issues through resolution and escalating as required
• Troubleshoot and replicate customer issues with the CIS network monitoring services, cloud-based applications/services, and cybersecurity products including within customer environments and systems
• Act as a liaison between a third-party vendor and the customer in order to troubleshoot technical problems, coordinate device maintenance and outages, as well as perform general support activities
• Assist with the configuration, inventory tracking, and shipping of Albert hardware sensors
• Effectively transition action items to and from SOC Analysts and other teams in order to support off-hours, product related work
• On-Call availability to respond to critical support incidents
• Provide a positive customer support experience for internal stakeholders and members
• Assist internal teams in replicating issues, testing fixes and workarounds, and assist with QA of newly developed and enhanced products
• Other tasks and responsibilities as assigned

• Bachelor’s Degree in Computer Science or related field*
• 1+ years’ experience in a customer facing or customer support role
• Knowledge of TCP/IP protocols, network analysis and network/security applications
• Experience with Unix and Windows command line
• Experience troubleshooting applications in Windows, Mac, and Linux environments
• Strong attention to detail
• The position is open to U.S. citizens and requires a favorably adjudicated DHS Fitness Review for Public Trust Positions**
• Must be authorized to work in the United States

It's a Plus if You Have:

• Knowledge of common support ticketing platforms and methods (e.g. Jira Service Desk)
• Knowledge of basic scripting languages and automation tools (e.g. Python, Ansible)
• Knowledge of cybersecurity concepts and products (e.g. Malware tactics, IDS, Endpoint Protection & Response (EDR) software, DNS Blocking)
• Knowledge of cloud computing platforms and concepts
• Knowledge of Agile methodologies

*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

**Factors that may cause a negative Fitness Review decision include:

• Criminal Conduct
• Dishonest Conduct
• Employment Misconduct
• Alcohol Abuse
• Drug Use
• False Statements
• Have not resided in the US for three (3) of the past five (5) years

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.