Network Manager – Outage Coordinator/Customer Advocate (Hawaii Location) – Entry Level

NSA National Security Agency


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Honolulu, HI

Network Manager – Outage Coordinator/Customer Advocate (Hawaii Location) – Entry Level
Honolulu, HI

Posted: 2019-06-18 – Closing: 2019-08-31

The professionals at the National Security Agency (NSA) have one common goal: to protect our nation. The mission requires a strong offense and a steadfast defense. The offense collects, processes and disseminates intelligence information derived from foreign signals for intelligence and counterintelligence purposes. The defense prevents adversaries from gaining access to sensitive classified national security information.

The Enterprise Management Team is an enterprise unit strategically located at the Regional Capabilities Centers (RCCs). This position is dual hatted under the Enterprise Management Team as an Outage Coordinator and Customer Advocate.

The Outage Coordinator role is primarily responsible for developing, monitoring, providing status, and solution sets for the IT environment as it relates to health & maintenance, service availability (outage), security, and performance for NSA-Hawaii and associated tail sites. To accomplish this mission, this team is also charged to drive the development of tools and charts to identify systems/circuits and the impacts associated with any interruption to services. This section has multiple efforts pushing the identification, documentation, notification and follow-up of scheduled outages that affect the Area of Responsibility (AOR).

The Customer Advocate role is primarily responsible for direct interactions with customers and includes the escalation of tickets for customers who are having IT issues, collaboration with technicians, determination of justifications, as well as tracking and logging these interactions. Customer Advocates are the customer’s voice to the technicians and assist with prioritization of restoral efforts through identifying mission impacts and criticality of the service in question.

In this role you will be responsible for a wide spectrum of duties to include:

– Protecting the IT assets/environment from damage while supporting scheduled outages through cross organizational coordination.
– Collaborating with customers, developers, and analysts to monitor and troubleshoot operational processing paths.
– Identifying processing trends, new developments, and customer requirements that may affect access to data and/or the operational capabilities of existing and future processing systems.
– Complying with requirements to protect sensitive data from inadvertent release to unauthorized consumers by filtering data and managing distribution tables and rules.
– Evaluating, researching, and applying legal authorities and pertinent policies to ensure total compliance in processes, and procedures.
– Performing risk analysis for scheduled and unscheduled outages.
– Innovating modern and efficient new processes, tools, and procedures.
– Establishing and collaborating with key contacts in partner organizations to drive process improvements and implement/develop new tools.
– Interacting with both the varied organizations seeking assistance with their mitigation needs and other Agency support and oversight elements to ensure that data management problems are resolved.
– Participating in team meetings and working with customers, technicians, and management.
– Participating in professional development through formal and informal training, including technical meetings.

The ideal candidate is a motivated, responsible, independent and knowledgeable hands-on technician, with a firm understanding of network connectivity, network topologies, system administration, and experience with a variety of telecommunications equipment who has excellent problem solving, decision making, communication (both verbal and written) and interpersonal skills who is/can:

– Respond quickly to situations
– Well organized
– Customer focused
– Flexible
– Detail Oriented
– Work effectively in diverse teams and environments to include civilians, military and contractors
– Concurrently handle multiple issues and assignments

Pay, Benefits, & Work Schedule
This is a full-time position, Monday through Friday.

NSA/CSS Hawaii is located on the island of Oahu, north of Honolulu, HI. Living in Hawaii offers an enormous range of benefits to include experiences you may not find at any other NSA location. Enjoy warm weather year round. 72 degrees is considered chilly weather in the winter time, and aside from the occasional rain showers, sunny and breezy weather gives the opportunity to explore a variety of outdoor activities every weekend. Activities include hiking, surfing, sailing, fishing, swimming, snorkeling, scuba diving, whale watching, zip lining, swimming with dolphins, active volcano tours, stand up paddle boarding, ATV riding, horseback riding, cruises and more! The list goes on and on. Every weekend and holiday is a mini vacation. Additionally, Hawaii offers a culturally diverse environment and almost every kind of culinary experience imaginable. Hawaii is also home to very rare bird and plant species found nowhere else on earth. The other 6 Hawaiian Islands are an average of a short 30 minute flight. Experience the spirit of Aloha while working a unique mission and helping your country!

The agency offers an array of benefits to include Federal Employee Health Benefits, Dental/Vision Insurance, Federal Employee Group Life Insurance, Flexible Spending Accounts, Federal Long Term Care Insurance, Retirement Plans, and the Thrift Savings Plan. In addition, employees have access to a wide range of opportunities for external continuing education, inter-agency education and training, career guidance counseling, temporary medical leave assistance, travel opportunities, and financial coaching, to name a few.

*Candidates hired for a position in Hawaii may be eligible to receive an annual recruitment incentive, not to exceed three years.

Position Summary
NSA is in search of top-notch cyber professionals with technical expertise and driving desire at the forefront of their field. We have positions in penetration testing, defensive operations, identifying cyber threats and vulnerabilities and building defensive capabilities, designing, developing, deploying, sustaining and monitoring state-of-the-art network solutions (WAN, CAN, LAN, DCN and Satellite communications networks) that are deployed across NSA worldwide. Help protect national security interests as part of the world’s most advanced team of cyber professionals!

How To Apply – External
To apply for this position, please click the ‘Apply’ button located at the top right of this posting. After completing the application for the first time, or reviewing previously entered information, and clicking the ‘Submit’ button, you will receive a confirmation email. Please ensure your spam filters are configured to accept emails from

***PLEASE NOTE: U.S. Citizenship is required for all applicants. Reasonable accommodations provided to applicants with disabilities during the application and hiring process where appropriate. NSA is an equal opportunity employer and abides by applicable employment laws and regulations. All applicants and employees are subject to random drug testing in accordance with Executive Order 12564. Employment is contingent upon successful completion of a security background investigation and polygraph.

This position is a Defense Civilian Intelligence Personnel System (DCIPS) position in the Excepted Service under 10 U.S.C. 1601. DoD Components with DCIPS positions apply Veterans’ Preference to eligible candidates as defined by Section 2108 of Title 5 USC, in accordance with the procedures provided in DoD Instruction 1400.25, Volume 2005, DCIPS Employment and Placement. If you are a veteran claiming veterans’ preference, as defined by Section 2108 of Title 5 U.S.C., you may be asked to submit documents verifying your eligibility.

Please note that you may be asked a series of questions depending on the position you apply for. Your responses will be used as part of the screening process of your application and will assist in determining your eligibility for the position. Be sure to elaborate on experiences in your resume. Failure to provide the required information or providing inaccurate information will result in your application not being considered for this position. Only those applicants who meet the qualifications for the position will be contacted to begin employment processing.

Please Note: Job Posting could close earlier than the closing date due to sufficient number of applicants or position no longer available. We encourage you to apply as soon as possible.

DCIPS Disclaimer
The National Security Agency (NSA) is part of the DoD Intelligence Community Defense Civilian Intelligence Personnel System (DCIPS). All positions in the NSA are in the Excepted Services under 10 United States Codes (USC) 1601 appointment authority.

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