Electronic Surveillance System Analyst; Top Secret Requir Security Clearance

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 resolution processes, 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.
• 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. Makes 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 promotes the proper use of the tool to ensure each user experience quality / reported incident is properly documented, monitored, resolved, and evaluated.
• Assists end users with accessing NDCAC services and support.
• Applies advanced diagnostic techniques to identify problems, investigates causes and recommends 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.
• At least five (5) years of direct related experience in help desk and network support.
• A minimum of three (3) years’ experience in 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 (Call Detail Records, RTT, PCMD, mobile forensic reports, etc.).
• Excellent customer service centered attitude.
• Proficient with Microsoft Office products; especially using Excel.
• Understanding of computer operating systems, networks and hardware.
• Troubleshooting common desktop PC and mobile operating…