As part of the Operations Support Team (OST) at CIS, the Associate Operations Support Specialist will work with members to on-board, support and troubleshoot issues on the infrastructure and applications used to monitor state, local, tribal and territorial (SLTT) government networks.

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry leading best practices for securing IT systems and data. We lead a global community of IT professionals to continuously evolve these standards and provide products and services to proactively safeguard against emerging threats.

• Base salary is determined on a number of factors including, but not limited to, education, experience and skills
• Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance
• Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

• Timely response and handling of support issues through resolution
• Troubleshoot and replicate customer issues with the CIS network monitoring services, cloud-based applications/services, and cybersecurity products including customer environments and systems
• Act as a liaison between the third-party vendor(s) and customer to troubleshoot technical problems, coordinate device maintenance and outages, as well as perform general support activities
• Accountable for the coordination of the configuration, inventory tracking, and shipping of Albert sensor servers and peripherals
• Act as liaison to customer facing teams to coordinate and perform customer product onboardings
• Manage, track, and report performance metrics for onboarding products
• Perform onboarding activities with customers for various cybersecurity products and services
• Effectively transition action items to and from Security Operations Center (SOC) Analysts and other teams to support off-hours, product related work
• Responsible for growing and strengthening the relationship between CIS and members
• Collaborate with the Engineering team to replicate issues, test fixes and workarounds, and assist with Quality Assurance (QA) of newly developed and enhanced products
• Assist in defining and developing support and customer onboarding workflows
• 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
• 1+ years’ experience using common support ticketing platforms (e.g. Jira Service Desk)
• 1+ years’ experience working with cloud computing platforms and concepts
• On-call availability to respond to critical support incidents
• Strong experience with TCP/IP protocols, network analysis and network/security applications and firewalls
• Strong experience with Linux 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**

It's a Plus if You Have:

• Working knowledge of basic scripting languages and automation tools (e.g. Python, Ansible)
• Knowledge of service management methodologies and metrics tracking
• Knowledge of cybersecurity concepts and products (e.g. Malware tactics, IDS, Endpoint Protection, DNS Blocking)
• 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 (illegal drug use or use of a legal drug in a manner that deviates from approved medical direction) Additionally, illegal drug use includes the use of drugs that are illegal for federal purposes despite being legal in select states and countries, such as marijuana.
• False Statements
• Financial Issues
• 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.