Enterprise Support Analyst

(ISC) is an international nonprofit membership association focused on inspiring a safe and secure cyber world. Best known for the acclaimed Certified Information Systems Security Professional (CISSP) certification, (ISC) offers a portfolio of credentials that are part of a holistic, pragmatic approach to security. Our association of candidates, associates and members, more than 365,000 strong, is made up of certified cyber, information, software and infrastructure security professionals who are making a difference and helping to advance the industry. Our vision is supported by our commitment to educate and reach the general public through our charitable foundation - The Center for Cyber Safety and Education. For more information on (ISC), visit www.isc2.org, follow us on Twitter or connect with us on Facebook and LinkedIn.

We are committed to an inclusive and equitable environment that values the unique perspectives and experiences of our entire workforce. We strive for a true sense of belonging for all our employees and to foster authenticity, trust, empowerment and connectedness that leads to everyone's success. For more information, visit www.isc2.org/dei.

(ISC) is looking for a skilled, customer-oriented Enterprise Support Analyst for our growing Transformation Program Office (TPO) Support Team. The TPO Support team has a strong focus on creating an ITIL based support structure that encourages collaboration, personal growth and offers multiple opportunities for functional cross-training and building a strong skillset that will allow employees to succeed and realize their true IT potential.

Candidates must reside within commuting distance to Alexandria, VA

The Enterprise Support Analyst collaborates with business and IT experts to ensure effective technology service delivery. This individual will establish a rapport and build trust with stakeholders over time by delivering high-quality service outcomes. The Enterprise Support Analyst must also understand and work within the guidelines of ITIL practices to deliver technology service, and agile techniques to deliver continuous improvement. (ISC) supports several security frameworks globally, this person must be familiar with security best practices that affect application configuration, change management and procurement.

• Consistently respond to all incoming ServiceNow ticketed requests for support and services within prescribed SLAs.
• Provision end user systems and services within prescribed SLAs using appropriate tools and automation.
• Order hardware and software from preferred vendors, accurately maintain asset inventory and adhere to asset management policies.
• Administer and troubleshoot Apple (MacOS, iOS), Windows and mobile endpoints using JAMF, Intune and Active Directory.
• Administer user accounts in Okta, Active Directory, Salesforce and other dependent systems.
• Contribute to service improvement efforts, updates to documentation and the development of Service Desk support processes.
• Provide technical support for special events and assigned projects as required.
• Deliver onboarding training.
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Perform other duties as assigned.

• Degree in Information Technology preferred
• Minimum 3 years relevant experience required
• Minimum 3 years working on an ITIL based enterprise help desk preferred
• Experience installing, configuring, and troubleshooting end-user Apple (MacOS) and Windows (PC) hardware including workstations, laptops, tablets, smart phones, and printers required
• At least 1 year supporting Office 365 and Adobe suites required
• At least 1 year experience with ServiceNow ticket management
• Exposure to JAMF management suite preferred
• Familiarity with Salesforce Administration preferred
• Must have excellent interpersonal and customer service skills to deliver consistent and positive end-user experiences
• Strong oral/written communication, presentation, and organizational skills. Must have the ability to articulate complex problems in simple terms
• Current industry certifications desirable (A+, ITIL, ServiceNow, Apple, etc.)
• Information security experience a plus

Skills/Competencies:

• Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility
• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEIbest practices
• Works well independently with limited oversight, and collaboratively as part of a team; develops positive relationships; shares knowledge through peer training
• Strong problem solving and analytical skills; strives to understand contributing factors, works to resolve complex situations
• Exhibits strong interpersonal skills and professional demeanor to maintain business relations with internal staff - at every organizational level - and external vendors/clients
• Exceptional customer service skills; works and communicates well with vendors, staff and end-users
• Organization Skills - Keeps information organized and accessible; ability to multi-task; maintains an efficient workspace, manages time well
• Detail oriented, maintains high-quality standards, and good follow-up skills
• Ethical - Honest, accountable, maintains confidentiality

Physical & Mental

• Regular daily attendance at the Alexandria, Virginia Office required
• Work normal business hours and extended hours, evenings and weekends when necessary, to meet deadlines, participate in an on-call rotation (typically once a month)

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All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.