Junior CIC Analyst

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS217, T1, Band 4

Job-Specific Essential Duties and Responsibilities:

- Provide operational support within the Command and Incident Center (CIC) by executing routine service requests and low-risk changes.

- Perform break/fix activities, including server reboots, switch resets, and clearing technical blockers to restore services and maintain operational continuity.

- Support incident management activities as a Critical Incident Analyst (Tier 1), assisting with monitoring, ticket updates, and coordination during active incidents.

- Generate and distribute situation reports (SITREPs), operating posture updates, and ServiceNow-based reporting to support situational awareness.

- Assist in preparing executive-level communications by compiling accurate operational data and incident summaries.

- Maintain and update incident and service request records in ServiceNow, ensuring completeness, accuracy, and timeliness of documentation.

- Support continuous monitoring activities and assist in identifying and escalating issues based on defined thresholds and procedures.

- Collaborate with CIC Analysts, Shift Leads, and engineering teams to resolve technical issues and remove operational blockers.

- Contribute to stable, continuous operations by supporting core teams, enabling focus on higher-priority engineering and mission-critical initiatives.

Job-Specific Minimum Requirements

- 1+ years of experience in IT support, help desk, or operations support roles.

- Demonstrated experience supporting IT operations, help desk, or service desk functions in an enterprise environment.

- Hands-on experience executing basic system administration tasks (e.g., server reboots, network device resets, break/fix support).

- Experience using ITSM tools (e.g., ServiceNow) for ticket creation, updates, and tracking.

- Ability to follow standard operating procedures (SOPs) to execute low-risk changes and resolve issues.

- Experience supporting incident monitoring and ticket management activities.

- Ability to create and maintain operational reports and status updates (e.g., SITREPs).

- Strong attention to detail with ability to maintain accurate documentation and records.

- Ability to operate in a shift-based or 24/7 operations environment.

- Ability to obtain and maintain a Public Trust is required.

An active Public Trust and/or DHS suitability is preferred.

Must be a U.S.

Citizen without dual citizenship.

- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Preferred Skills and Qualifications:

- Experience supporting federal government environments.

- Familiarity with incident management and ITIL processes.

- Experience working in NOC, SOC, or Command Center environments.

- Exposure to cloud environments (AWS/Azure) and monitoring tools.

- Familiarity with automation or AI-assisted tools for documentati...