Electronic Surveillance System Analyst; Top Secret

Synteras an AKIMA Company is looking for an Electronic Surveillance System Analyst to join our team supporting the Federal Bureau of Investigation. In this role, you will be a part of an overall Electronic Surveillance Service Delivery and Service Level Agreement (SLA) Management process for the FBI National Domestic Communications Assistance Center. Candidate must have law enforcement experience and be able to obtain and maintain a Top‑Secret clearance.

Must have a combination of education and experience demonstrating an understanding of law enforcement and IT service management, incident management, and problem resolutions process, or equivalent. To join our team of outstanding professionals, apply today!

• Supports operations of National Domestic Communications Assistance Center (NDCAC) Technical Resource Group (TRG) including the management, operation, and maintenance of associated hardware, software, and processes. Utilize and demonstrate expert understanding of the knowledge required for each area.
• Provides timely and expert incident management services in strict adherence to the Service Agreement Level (SLA) metrics and Key Performance Indicators set forth by the program.
• Documents, coordinates, and answers technical questions and reported incidents from Emergency Responders that report system problems or incidents. Problems may include poor system response time, potential security incidents, inability to access system resources, or questions on the use of a specialized software. The Associate Systems Analyst may alternatively train end‑users to perform the resolution steps through self‑service, or by another area, such as the security administration, systems administrator, etc.,
  
  based on Synteras organizational structure and separation of duties principles in place.
• Coordinates with the PM/TL to ensure problem solution and user satisfaction. Make recommendations, if needed for improvement or corrective action.
• Assists PM/TL with the preparation of status reports and presentation on staff schedules, call volume and ticketing statistics.
• Administers and maintains the ticket management tool and promote the proper use of the tool to ensure each user experience quality / reported incident is properly documented, monitored, resolved, and evaluated.
• Assists end user with accessing NDCAC services and support.
• Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions; provides network troubleshooting and support; may participate in the administration and design of websites/SharePoint sites.
• Acts as the first POC to interact with the NDCAC’s federal, state and local LEO contacting the NDCAC for assistance.
• Evaluates requests for assistance and provides appropriate level of help to the LEO until the issue is resolved or the question answered.
• Provides assistance by disseminating appropriate LES information to LEOs and directing resources which include: CSP points of contact, best practices, white papers, processes and procedures.
• Assists other NDCAC personnel with problems or issues.
• Supports the tiered Help Desk architecture.
• Performs and conducts research of potential resolution of technical issues.
• Works closely with Engineering, Security, and Systems Administration teams to incorporate customer feedback and address key support and usability concerns for customers.
• Communicates and interacts effectively with internal and external partners including but not limited to, third‑party support team, Government customers, and system users.
• Evaluates tools, best practices, technologies, and approaches to service delivery problems / issues for incorporation into the overall service management policies and procedures.
• Maintains standard operating procedures.

• Active Top Secret (TS) Clearance.
• Bachelor’s degree or equivalent specialized experience.
• Must have at least five (5) years direct related experience in help desk and network support.
• A minimum of three (3) years’ experience in Information Technology (IT) help desk operations with familiarity in troubleshooting, operating and maintaining IT systems.
• Experience with criminal investigations in…