Electronic Surveillance System Analyst (Top Secret, SCI eligibility)

Electronic Surveillance System Analyst (Top Secret, SCI eligibility)

SAVA is hiring an Electronic Surveillance System Analyst to support the FBI at the National Domestic Communications Assistance Center (NDCAC). In this role, you will help manage the FBI's Electronic Surveillance services and ensure they meet performance standards (SLAs). To join our team of outstanding professionals, apply today!

Responsibilities

• Support operations of NDCAC Technical Resource Group (TRG), including management, operation, and maintenance of hardware, software, and processes. Demonstrate expert understanding of each area.
• Provide incident management services adhering to SLA metrics and KPIs.
• Document, coordinate, and respond to technical questions and incidents from Emergency Responders, including system issues and security incidents. Train end-users as needed.
• Coordinate with project managers and team leads to ensure problem resolution and user satisfaction. Make improvement recommendations when necessary.
• Assist in preparing status reports and presentations on staff schedules, call volume, and ticket statistics.
• Maintain the ticket management system to ensure proper documentation and resolution of incidents.
• Support end-user access to NDCAC services and support.
• Apply diagnostic techniques to identify and resolve problems, including network troubleshooting and website / SharePoint administration.
• Act as the first point of contact for LEOs contacting NDCAC for assistance, evaluating requests and providing appropriate help.
• Disseminate LES information to LEOs and direct resources such as CSP contacts, best practices, and procedures.
• Assist other NDCAC personnel with technical issues.
• Support customer requests based on SLAs.
• Research potential resolutions for technical issues.
• Collaborate with engineering, security, and systems teams to improve service delivery based on customer feedback.
• Communicate effectively with internal and external partners, including third-party support, government customers, and system users.
• Evaluate tools, practices, and technologies for service management improvements.
• Maintain standard operating procedures.

Qualifications

Job ID

2025-18017

Work Type

On-Site

Company Description

Work Where it Matters

SAVA, an Akima company, supports shareholder communities in Alaska and delivers solutions that enhance processes and missions for our government clients. Join us to make a difference and enjoy comprehensive benefits, growth opportunities, and a supportive environment.

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