Qureos Mentor

The Amatriot Group

<div>Security Clearance: TS/SCI (Must be willing to obtain a CI Poly)
Location: Kirtland AFB, NM
Job Type: Full-Time
Target Salary Range*: $109,500 - $110,000.
<ul><li>This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary</li></ul>
Position Overview:
Special Access Program (SAP)
Key Responsibilities:
<ul><li>The ISSO is responsible for ensuring the appropriate operational security posture is maintained for an information system and as such, works in close collaboration with the ISSM and ISO.</li>
<li>The position shall have the detailed knowledge and expertise required to manage the security aspects of an information system and, in many organizations, is assigned responsibility for the day-to-day security operations of a system.</li>
<li>This also will include physical and environmental protection, personnel security, incident handling, and security training and awareness.</li>
<li>It will be required to work in close coordination with the ISSM and ISO in monitoring the information system(s) and its environment of operation to include developing and updating the authorization documentation, implementing configuration management across authorization boundaries.</li>
<li>This will include assessing the security impact of those changes and making recommendation to the ISSM. The primary function is working within Special Access Programs (SAPs) supporting Department of Defense (DoD) agencies, such as HQ Air Force, Office of the Secretary of Defense (OSD) and Military Compartments efforts.</li>
<li>The position will provide &ldquo;day-to-day&rdquo; support for Collateral, Sensitive Compartmented Information (SCI) and Special Access Program (SAP) activities.</li>
<li>Performance shall include:
<ul><li>Assist the ISSM in meeting their duties and responsibilities</li>
<li>Prepare, review, and update authorization packages</li>
<li>Ensure approved procedures are in place for clearing, sanitizing, and destroying various types of hardware and media</li>
<li>Notify ISSM when changes occur that might affect the authorization determination of the information system(s)</li>
<li>Conduct periodic reviews of information systems to ensure compliance with the security authorization package 
Coordinate any changes or modifications to hardware, software, or firmware of a system with the ISSM and AO/DAO prior to the change</li>
<li>Monitor system recovery processes to ensure security features and procedures are properly restored and functioning correctly</li>
<li>Ensure all IS security-related documentation is current and accessible to properly authorized individuals</li>
<li>Ensure audit records are collected, reviewed, and documented (to include any anomalies)</li>
<li>Attend required technical and security training (e.g., operating system, networking, security management) relative to assigned duties</li>
<li>Execute the cyber security portion of the self-inspection, to include provide security coordination and review of all system assessment plans</li>
<li>Identify cyber security vulnerabilities and assist with the implementation of the countermeasures for them</li>
<li>Prepare reports on the status of security safeguards applied to computer systems</li>
<li>Perform ISSO duties in support of in-house and external customers</li>
<li>Conduct continuous monitoring activities for authorization boundaries under your preview</li>
<li>Assist Department of Defense, National Agency and Contractor organizations with the development of assessment and authorization (A&amp;A) efforts.</li>
</ul></li></ul>Qualifications:
Education:
<ul><li>Bachelors Degree or 7 years of additional experience in lieu of degree</li>
</ul>
Experience:
<ul><li>5-7 years related experience, especially in developing RMF packages or bodies of evidence</li>
<li>Prior performance in roles such as System/Network Administrator or ISSO</li>
<li>2+ years SAP experience</li>
</ul>
Certifications:
<ul><li><ul><li>IAT Level 2</li></ul></li></ul></div>

Information System Security Officer (ISSO) II

<div>Security Clearance: Must be able to obtain a Public Trust Clearance
Location: Woodlawn, MD Afternoon shift will be from 2:30pm-10:00pm or 1:30-9:00pm. Actual work hours to be finalized by the CCaaS Service Manager.
Job Type: Full-Time
Target Salary Range*: $89,000 - $115,000.
<ul><li>This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary</li></ul>
Position Overview:
Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.
Key Responsibilities:
An AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazon&rsquo;s cloud-based contact center platform. The day-to-day responsibilities typically include:
Responding to Support Requests
<ul><li>Answering user inquiries via phone, email, chat and ServiceNow tickets</li>
<li>Provide first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams</li>
<li>Create, modify, and remove user accounts in AWS Connect and related systems</li>
<li>Manage permissions, roles, and access controls for agents and supervisors</li>
<li>Assist with helping users obtain system access in training sessions.</li>
</ul>
Troubleshooting and Problem Resolution
<ul><li>Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations.</li>
<li>Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance</li>
<li>Follow up on unresolved tickets to ensure full resolution and user satisfaction.</li>
<li>Contribute to updating knowledge base articles based on recurring issues.</li>
</ul>
Escalation and Coordination
<ul><li>As a Tier 2, will be receiving Tier 1 escalations</li>
<li>Coordinate with Tier 3, as needed, to get ticket resolution</li>
</ul><ul><li>3+ years of Help Desk/Desktop support experience.</li>
<li>3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.</li>
<li>2 years of experience providing Tier 2 IT support services to customers.</li>
<li>2 years of experience using an IT Service Manager application for logging tickets and requests.</li>
<li>Must have strong communication and customer service skills.</li>
<li>Good Interpersonal skills that demonstrate the ability to communicate with customers.</li>
</ul>
Qualifications:
Education:
<ul><li>Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.</li>
</ul>
Experience:
<ul><li>Experience with using ServiceNow IT Service Management.</li>
<li>Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.</li>
<li>Flexible and positive attitude with interest in learning new technical skills. Strong problem-solving skills and the ability to work in a fast-paced environment.</li>
<li>Strong understanding of IVR terminology and services.</li>
<li>Provide guidance and mentor Tier 1 Support Analysts.</li>
<li>High level of organization, reliability, and independence.</li>
<li>Passion and understanding of technology</li>
</ul>
Preferred Qualifications:
<ul><li>Strong written and verbal communication; ability to engage customers and respond effectively to questions.</li>
<li>Self-starter, highly motivated individual who adapts to a dynamic work environment.</li>
<li>Strong attention to detail with an ability to operate effectively across multiple priorities.</li>
<li>Prior Federal government experience.</li></ul></div>

CCaaS Tier 2 Support Analyst - Afternoon Shift

Join The Amatriot Group and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

The Amatriot Group

About Company

Information System Security Officer (ISSO) II

CCaaS Tier 2 Support Analyst - Afternoon Shift