Consulting Services Group (CSG) is a premier provider of support services, bringing a new and unique level of subject matter expertise to our clients. Our innovation-led services provides comprehensive solutions to our clients who face high-stake challenges related to managing essential programs, growth and transformation, critical communications, and logistics. Our people bring unparalleled expertise and dedication and we are always looking to expand our team. Consulting Services Group (CSG) is seeking a Senior IT Operations Analyst to provide systems analysis techniques and procedures, including consulting with users, to ascertain functional requirements. This entails maintaining and providing technical support for a customer's product at customer field locations. You will assume a pivotal role in ensuring seamless operations by conducting analyses, installing new hardware, optimizing existing hardware, and assisting on-site personnel with training and best practices. This is a customer-facing position with direct communication back to management. As part of this role, you will collaborate with the IT Operation Analysts remotely and, at times, be on-site at field sites to maintain site operational status if additional assistance is required. Duties/Tasks and Responsibilities: . Analysis
Conduct a comprehensive continuous examination of system components to ascertain that the proposed system effectively satisfies the identified requirements and objectives.
Develop detailed service reports to document service visits, issues, and troubleshooting actions.
Provide feedback from end-users and customers to the team for iteration and improvement of customer products.
Assist with on-site inventory management, to include preparing orders for true-up efforts to support replacement of broken hardware.
Assist with SOC and NOC monitoring of infrastructure, to be a point of escalation should issues arise at field sites.
Request Management
Manage the entire lifecycle of IT service tickets, including ticket creation, triage, resolution, and closure, ensuring adherence to SLAs and providing timely updates to end-users, acting as an escalation source to ensure remote sites are being supported especially in times of surges.
Analyze, diagnose, and resolve IT requests efficiently, ensuring requests are tracked and documented within the ticketing system. Prioritize tickets based on impact and urgency, ensuring critical issues are addressed first.
Collaborate with cross-functional teams (e.g., Management, Security, Systems, Development) to resolve complex issues. Escalate tickets that require higher-level expertise or are outside of scope to the assigned teams.
Identify recurring issues or patterns within the ticketing system and perform root cause analysis to drive long-term solutions, improving system stability and reducing future incidents.
Ensure strict adherence to service level agreements (SLAs) by actively monitoring ticket response and resolution times, escalating issues as necessary to prevent SLA breaches.
Develop and maintain comprehensive documentation for common issues and resolutions and contribute to the internal knowledge base to empower end-users with self-service options.
Maintain clear and proactive communication with end-users throughout the ticket resolution process. Provide regular updates, gather additional information when required, and ensure overall satisfaction with system services.
Analyze ticket trends and service desk performance metrics to identify areas for improvement. Provide regular reports on ticket volume, resolution time, and other KPIs to management.
Participate in continuous improvement initiatives to optimize ticketing processes, workflows, and automation tools, enhancing service delivery and operational efficiency.
Product Installation and Enhancement
Install new products or enhance existing ones.
Provide application-specific training and best practices for on-site personnel.
Product Maintenance and Troubleshooting
Identify and troubleshoot application and application-specific hardware.
Conduct or schedule repairs with a remote team and customers.
Assist with hardware upgrades or maintenance windows.
Log and track maintenance, including user support activities in system-specified trackers such as Jira. In addition to providing feedback regarding system security and working closely with the security team, as incidents or requests occur.
Multi-User Management
Verify user access requests against authorization criteria.
Conduct thorough validation checks to ensure compliance.
Grant or deny system access based on validated requests.
Collaborate with stakeholders to resolve access-related issues.
Maintain accurate records of access requests and approvals.
Provide remote technical support to fellow team members who are geographically separated from the physical environment or equipment.
Procurement and Inventory Management
Oversee inventory levels to ensure adequate supplies for operational continuity. This includes assisting management in generating re-supply orders.
Track and maintain records of inventory within establish inventory systems.
Procure, maintain, and evaluate virtual services to align with industry standards and organizational needs.
Perform other duties as assigned by management.
Familiarity with:
Network operations to include cellular, LANs, WANs, and WLANs, as well as DNS, DHCP, Whitelisting, and Port Security.
Understanding of basic RF and EMI in relation to computing equipment.
Access control procedures.
Virtual service providers such as VPS and VPNs include analyzing assessments and recommendations from a security perspective.
Proficient with:
Cisco IOS, PFsense, cradlepoint, macOS, Linux (Ubuntu), Windows, Android, and iOS operating systems to include troubleshooting.
Firewall management, encompassing gateway configuration, VLAN setup, and creation of accept/deny rules.
High attention to detail and adherence to protocols with a strong technical aptitude.
Ability to work in a multi-user customer facility.
Ability to maintain the cleanliness and management of the work area, server rooms, and associated rooms related to the program, reflecting your adherence to your daily duties.
Excellent communication and interpersonal skills, with the ability to present information clearly and effectively to users and stakeholders.
Documentation: Ability to draft requirements documents, correspondence, and procedures in accordance with policies.
Procedures and Processes: Ability to provide explanations of complex technical procedures and processes clearly and accurately to both technical and non-technical audiences.
Ensures written communications are consistent with the informational requirements and comprehension levels of the intended audience.
Demonstrate critical thinking and adaptability in a dynamic, agile environment, effectively balancing leadership responsibilities with the ability to follow directives and execute tasks Minimum Qualifications: Must be a U.S. Citizen
Must hold an active Department of Defense Top Secret Clearance and be SCI eligible.
8 - 10 years or more on-the-job related experience in IT/Cyber Security/Software/Service Desk/Field Technician is required.
Certifications in one or more of the following: Linux, Network+, Security +, Hardware +
Must have completed at least an Associates degree or higher in a tech related major. Education: Associates degree (or higher) in a technology related major. Desired Qualifications: Prior military experience in a cyber, signal, or IT related occupational specialty is preferred.
GIAC Enterprise Vulnerability Assessor (GEVA)
GIAC Security Essentials (GSEC)
Certified Information Systems Security Professional (CISSP)
Splunk Certifications/Experience
Security Onion Experience
Knowledge of network operations (Cisco/pfSense)
Ability to perform server upgrades (software & hardware, as necessary)
Proficiency in hardware troubleshooting
Understanding of cloud infrastructure environments
Understanding of two-factor and multi-factor authentication including RSA Other: Work: Work is typically performed in an office and/or data center environment, requiring computer terminals and standard office equipment to accomplish work objectives.
Requires ability to walk, climb, stand, carry materials, stoop, kneel, and bend at waist. Requires capability to do maximum unassisted lift = 50 lbs. Average lift less than 35 lbs.
This is a full-time position working normal workday hours, Monday to Friday, with weekends and holidays off.
Travel: Occasional short-term travel required, as directed by management. Job location: Onsite in Las Vegas, Nevada. Remote telework is not available. Compensation and Benefits: We provide compensation commensurate with experience and qualifications. We are proud of the benefits that we offer! In addition to a competitive salary, we provide no cost health, dental, and vision insurance options for our employees. Our paid time off is a generous accrual program with additional time off for sick leave for you or your dependents wellbeing and paid military leave. Our 14 holidays allow our staff the flexibility to take alternative days off throughout the year. Employees also benefit from a retirement plan with immediate match and vesting. Additionally, we offer life and disability insurance, tuition reimbursement, and a rich employee referral program. We are honored to have been recognized as a USA TODAY Top Workplace for 2025. The strong culture that we have built - one that prioritizes work life balance, employee appreciation, strong values, and meaningful work, contributes to an environment where CSG employees feel valued and supported . click apply for full job details
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