Job Summary:
As a Network Operations Analyst you monitor endpoints and provide customer service from the Network Operations Center. The Analyst will be part of a Technical Operations Team that is the single point of contact for incident response and service requests from users.
Skills Desired:
· Excellent analytical and problem-solving skills
· Excellent verbal & written communication skills
· Network troubleshooting
· Active Listening
· Close Attention to Detail
· Strong Organization Skills
· Systems analysis
· Time Management
· Operations Management
· Active Learning
Responsibilities:
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Deliver Information Technology (IT) management and security services
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Provide system monitoring, health, and status reporting
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Administer and monitor system availability and performance Tools
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Provide a single point of contact that users and operators can use to report, document, track, and resolve system problems and account issues
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Interface with personnel and systems to track and resolve incidents
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Create incident reports and provide recommendations
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Support requests from local operations supervisor
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Perform triage, solve straightforward system problems, and utilize appropriate tools
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Monitor system configuration and status including servers, operating systems, and software applications
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Provide Tier 1 and Tier 2 support and coordinate with SOC and Field Service Representatives (FSR) to resolve and document incidents
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Receives calls, opens, and closes trouble tickets
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Lead troubleshooting via CC Knowledge Base
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Logs incidents and requests and further escalate issues as needed
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Creates shift logs
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Updates incident tickets for root cause analysis and corrective action(s)
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Escalate/communicate issues as defined by policies and escalation procedures
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Participate in on-call rotation
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Must be a US Citizen
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Other Duties as assigned.
Clearance Requirement:
A successful candidate is subject to a background investigation by the government and must be able to meet the requirements to hold a SECRET clearance.
