Junior NOC Analyst

Requirements

Must have:

– I possess excellent communication skills, both written and verbal. – I can be clearly understood and demonstrate excellent phone etiquette. – I am able to support end-users with varying IT skill sets. – I can follow directions, particularly when using established operational and knowledge base documentation and standard operating procedures. – I have the ability to adapt to change. – I am detail-oriented and resourceful. – I have excellent organizational skills. – I can troubleshoot end-user issues and escalate as needed to ensure quick resolution. – I have experience with incident management, call tracking, and ticketing software. – I prefer to have 1+ years of prior experience in systems administration, help desk, or call center environments.

Responsibilities:

• I provide first-line network technical support to employees and business partners outside of regular business hours by answering inbound phone calls regarding network issues. – I create and escalate Service Now trouble tickets to engineers, tier two staff, or third-party service providers for quick resolution of IT/Network issues. – I work collaboratively with engineers, staff, contracted personnel, and third-party providers as necessary. – I research and update reference publications and diagnostic aids to gather the information needed to resolve end-user issues. – I follow IT Service Desk and Network Operator Knowledgebase procedures, making recommendations for improvements when necessary. – I actively monitor the status of networks and attached network assets using established tools and initiate appropriate actions for outages or system failures. – I provide first-line investigation and diagnosis of network incidents, logging all details and prioritizing incidents for escalation as needed. – I act as the primary network contact for employees and business partners outside regular business hours and monitor the network hotline during coverage hours. – I assist network engineers and technicians with outstanding tasks and update network operation and knowledge base documentation as required.

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Company:

This position is located in Harrisburg, PA, and is on-site. It is a 12-month contract with the possibility of conversion to a full-time role. The shifts available are for 2nd or 3rd shift, and I am open to working nights and weekends as needed. The pay for this position is up to $25.00 per hour. My role will involve participating in disaster recovery and completing assigned tasks. I will also proactively identify and resolve problems while ensuring strong customer service standards are displayed.