Customer Service Support Specialist with Security Clearance

Job Title: Customer Service Support Specialist Location: McLean, VA (On-Site) Clearance: Active TS/SCI with FSP Required Company: Quantum Science Solutions (QSS) Compensation: Open Rate Position Overview The Customer Service Support Specialist will support comprehensive 24x7x365 Network Operations Center (NOC) and Cyber Security Operations Center (CSOC) services to help ensure the continuous availability, security, performance, and operational integrity of the organization’s enterprise infrastructure.

This position will perform enterprise network and infrastructure monitoring, identify and conduct initial troubleshooting of operational issues, and support the monitoring and tracking of scheduled maintenance windows and change activities. The Customer Service Support Specialist will work with Microsoft Sentinel, Microsoft Azure, enterprise monitoring tools, network security analysis tools, and third-party service providers within a secure and highly available enterprise environment.

Key Responsibilities • Perform enterprise network and infrastructure monitoring using Sponsor tools. • Identify and perform initial troubleshooting of network and infrastructure issues. • Use modeling, mapping, exposure-analysis, or network-path analysis tools to support operational monitoring and troubleshooting. • Monitor and track scheduled maintenance windows and change activities. • Support proactive monitoring of network and cybersecurity environments. • Support Incident Response, Cyber Defense, Operational Engineering Support, Problem Management, and Continuous Service Improvement activities. • Support the continuous availability, security, performance, and operational integrity of enterprise infrastructure. • Support operational environments including Enterprise Local Area Network (LAN), Wide Area Network (WAN), and Campus Network Infrastructure. • Support technologies including Microsoft Azure Government Cloud, Azure Virtual Desktop (AVD), RedSeal, Microsoft Sentinel, VMware and Hyper-V virtualization platforms, Microsoft Windows Server infrastructure, and enterprise monitoring and alerting systems. • Work with telecommunications carriers, Internet Service Providers (ISPs), cloud providers, OEM vendors, managed service providers, and other third-party service providers. • Support monthly application metric reporting, including service requests, incidents, and calls per application, using Sponsor reporting tools. • Support continuous 24-hour-per-day, 7-day-per-week, 365-day-per-year operations. • Execute work schedules to ensure necessary planning, coordination, approvals, negotiations, and other contract requirements are completed in a timely manner without negatively impacting the program.

Mandatory Skills • Demonstrated experience with Microsoft Sentinel and Microsoft Azure. • Demonstrated experience understanding enterprise network monitoring and infrastructure monitoring tools. • Demonstrated experience identifying and performing initial troubleshooting. • Demonstrated experience understanding network security modeling, mapping, exposure analysis, or network-path analysis tools. • Demonstrated experience working with telecommunications carriers, Internet Service Providers (ISPs), cloud providers, OEM vendors, managed service providers, or other third party service providers.

Preferred Skills • Demonstrated experience leading or managing personnel within a NOC, SOC/CSOC, enterprise operations center, or comparable 24x7 technical operations environment. • Demonstrated progressively responsible experience in enterprise IT operations, network operations, cybersecurity operations, cloud operations, or related technical disciplines. • Demonstrated experience supporting a Network Operations Center (NOC), Security Operations Center (SOC/CSOC), enterprise IT operations center, or comparable technical operations environment. • Demonstrated significant experience with Microsoft Sentinel, including alert monitoring, KQL log queries, entity analysis, runbooks, or escalation. • Demonstrated significant experience with Microsoft Azure, including portal navigation, Monitor/Log Analytics, VMs, Resource Health, or basic networking such as VNets/NSGs. • Demonstrated significant experience with networking fundamentals, including TCP/IP, DNS/DHCP, subnetting, VLANs, routing, firewalls, VPNs, or LAN/WAN. • Demonstrated significant experience troubleshooting outages, connectivity issues, packet loss/latency, or CPU/memory issues. • Demonstrated experience with tools for topology, paths, assets, segmentation, or vulnerabilities. • Demonstrated experience with Kusto Query Language (KQL) for searching, filtering, correlating, and investigating Microsoft Sentinel and Log Analytics data.

Why QSS? At QSS, you'll help shape the future of technical operations by supporting mission-critical technology integration and modernization efforts that strengthen the nation's cyber defense capabilities.

Benefits Include: • Competitive compensation with annual performance bonuses • Premium Medical, Dental, & Vision coverage • Generous PTO plus Federal Holidays • 401(k) with company match • Professional development and certification support