Customer Support

• Create, update, and maintain Vulnerability Scanning Services Support Standard Operating Procedures (SOP) covering all aspects of Vulnerability Scanning Services and Support.
• Provide Vulnerability Scan/Findings Reports for all scans to the VSS team.
• Perform scanning operations during non-standard hours (primarily nights and weekends) to minimize impact to network users.
• Maintain and manage Government owned enterprise scanning solution and infrastructure (currently Redhat Operating Systems and Tenable Software), and scan analysis and reporting software.
• Provide backend support systems and maintain Vulnerability Databases.
• Write and edit scripts used for scanning and security testing (Perl, Python, etc.).
• Review scan data to determine if the system is performing as designed and review application/scanner logs for anomalies.
• Review scanner repositories for malfunctioning scanners and analyze trends in vulnerability findings.
• Review and update scan policies and produce periodic operation analysis, trending, impact reports, and recommendation papers as required.
• Manage and maintain backend system software and vulnerability scanning process-related documents.
• Coordinate CSOC-managed network scan operations, review and verify IP ranges, select appropriate scan policies, and coordinate with VA network and CSOC personnel.
• Respond to inquiries and distribute reports as required by CSOC Government team.
• Conduct initial system/data checks upon scan initiation, monitor and react to concurrent scans, troubleshoot issues during scans, and verify accuracy of data upon completion.
• Develop new testing programs to expand and deepen scans and operations.
• Verify/edit report templates, produce Scan Findings Reports, conduct quality assurance checks of final reports, and produce compliance and testing data to appropriate repositories.

Mid-Level Cyber Infrastructure Support Specialist

Technical Customer Care Specialist

Scholarship Programs Support Specialist

Bilingual Customer Service Desk Agent – English, Spanish

Treasury Management Client Support Specialist

Advanced Application Support Specialist