Associate Customer Support Analyst

LookingGlass Cyber Solutions - Reston, VA4.2

LOOKINGGLASS CYBER SOLUTIONS is seeking to hire an entry-level and sharp Associate Customer Support Analyst to support on-site to our Reston, VA facility.

As a Support analyst, you will be the first on the field in the fight against those threats. Working with all aspects of LookingGlass Cyber Solutions, you will provide critical client interface to the entire product line. From providing support for our Threat Intelligence feeds, Threat Intelligence-As-A-Service and Threat Intelligence Platforms to actively participating in the defense of our client’s assets through our Threat Mitigation solutions, you will be guiding our clients to better protected assets and better understood threats.

Customer Support Analyst is an entry-level position. This position supports a fully staffed, 24x7 Cyber Security Center (CSC) located on LookingGlass premises in Reston, VA. The nature of this work involves critical duties and responsibilities that must continue to be performed during crisis situations, inclement weather, and holidays.

**This is a PART – TIME position with primary shifts available on the following days/times:
T/W/F: 6PM - 12AM
Sat/Sun: 12AM - 6AM
Sat: 6AM - 6PM

**If selected, candidates must be available for initial training, which will occur M-F 8AM-4PM. Selected candidates must be able to attend and complete 10 (6) hour shifts of training during business hours.**

Key Responsibilities include:
Provide Customer Support (within a 24x7 organization);
Tier -1 support for LookingGlass Threat Mitigation and Threat Intelligence Portal products;
Monitor/track customer issues via our CRM Ticketing System;
Respond to customers within defined SLA requirements;
Facilitate mitigation of threats utilizing Threat Intelligence;
Utilize internal threat feeds, portals & tools to identify cyber threats incidents;
User Account creation and password resets;
Track the process of unresolved cases to ensure their successful completion to customer satisfaction or escalate to the appropriate individuals/organizations based on established guidelines and procedures;
Identify and communicate improvements to case processing, client deliverables and departmental productivity;
Accept project assignments that may include researching specific topics or areas of interest relevant to customer needs or in support of analyst/senior analyst tasks;
Provide input for creation of Management KPIs;
Executes daily operations in accordance with best practices and process documents;

Qualifying Requirements:
Must be able to communicate with clients and vendors via email, chat, phone and video conference technologies;
Strong communication skills (oral and written) required; ability to communicate in foreign languages a plus;
Knowledge of common Internet protocols, technology, concepts and applications, with emphasis on Cyber Security viewpoint;
Experience with industry standard CRM portals and tools
Aptitude for technology and knowledge of Internet concepts: Basic understanding of Networking Protocols, Security, HTML, Java, SMTP,and web site design or web hosting methods;
Knowledge of IM chat, HTTP, SSL, IRC, PHP, blogging, RSS, social networking sites and othe Web-based discussion mediums are desirable, but not required;
Proficiency in Internet applications; Internet Explorer, Firefox and Safari;
Familiarity with Mac OS, Windows OS, UNIX/Linux, Microsoft Office.

Preferred Experience:
Relevant experience in network security, information technology, or cyber- security preferred.
Help desk, customer support, system troubleshooting and debugging experience preferred;
Experience with Salesforce

Education / Training Requirements:
High school diploma and working towards a college degree

EOE/AA/M/F/Veteran/Disability Employer