Technical Analyst

The U.S. Cybersecurity and Infrastructure Security (CISA) Mission is seeking a Technical Analyst to support the Enterprise Engineering and Operations Support Services (EEOSS) program. This role involves monitoring service desk requests, troubleshooting user issues, managing tickets, and ensuring application availability. The ideal candidate possesses strong communication and problem-solving skills with a foundational understanding of web application support processes.

Requirements

• Monitor service desk and ticketing systems for new or updated Drupal application support requests.
• Provide troubleshooting and resolution for common user issues.
• Create, update, and document tickets within the ServiceNow platform.
• Escalate complex issues to development teams.
• Perform password resets and user account management within the Drupal application.
• Maintain knowledge base articles and standard operating procedures.

Benefits

• Benefits match
• Retirement Plan