Electronic Surveillance System Analyst; Top Secret Requir Security Clearance

Electronic Surveillance System Analyst (Active Top Secret Required)

Join Akima Infrastructure Services (Synteras) for an Electronic Surveillance System Analyst role serving the FBI National Domestic Communications Assistance Center. This position requires a Top‑Secret clearance and law‑enforcement experience.

• 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.
• 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.
• Coordinates with the PM/TL to ensure problem solution and user satisfaction and makes recommendations 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 promotes 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 point of contact to interact with the NDCAC's federal, state and local LEOs 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 teams, 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.
• At least five (5) years of direct related experience in help desk and network support.
• A minimum of three (3) years of experience in Information Technology (IT) help desk operations with familiarity in troubleshooting, operating and maintaining IT systems.
• Experience with criminal investigations in which cyber or electronic surveillance techniques were deployed and successfully executed to apprehend criminals.
• Experience with Federal, State and Local criminal law and criminal proceedings.
• Experience analyzing various types of returns from communications service providers (e.g. Call Detail Records, RTT, PCMD, mobile forensic reports).
• Possess and demonstrate excellent customer‑service centric attitude.
• Proficiency with Microsoft Office products; especially using Excel.
• Understanding of computer operating systems, networks and hardware.
• Experience troubleshooting common desktop PC and mobile operating systems.
• Experience with communications technology research, analysis and documentation.
• Providing technical analyses in Internet and networking technologies and/or electronic surveillance systems, telecommunications.
• Intelligence/analytical and/or investigative experience specific to social media research involving criminal investigations.
• Posses…