Junior Network Operations Center – NOC Analyst
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Job Description
Junior NOC Analyst monitoring and troubleshooting GSA federal network infrastructure for Empower AI. Providing Help Desk, network operations, and LAN/MAN/WAN support.
Responsibilities:
- Provide phone, remote, and desk-side technical support for network connectivity and Building Automation Switches
- Proactively monitor GSA infrastructure using SolarWinds and other tools
- Provide Help Desk assistance, answer phones, manage web content, and monitor the EM&EM ticketing queue
- Document all work in the ServiceNow ITSM system
- Coordinate with onsite staff to resolve network and other IT issues
- Assist with basic network and server configuration
- Respond to complex technical control facility hardware and software problems
- Interface with telecommunications vendor support groups for escalation during outages or degraded performance
- Monitor and respond to hardware, software, and network problems
- Support routine testing and analysis of network facility elements, including power, software, communications equipment, modems, and terminals
- Use software and hardware tools to identify and diagnose complex network performance problems
- Troubleshoot network systems
- Support testing, installation, and maintenance of LAN/MAN/WAN communications systems
- Assist with information systems operations, telecommunications operations, data entry, data control, LAN/MAN/WAN administration, operating systems programming, security policy procedures, and operations support
Requirements:
- Public Trust Clearance or ability to obtain
- ITILv4 Foundation Training and certification
- Monday–Thursday, 6pm–4am EST shift availability
- Previous experience working Tier 1 or Tier 2 supporting end users
- 0–5 years of experience and bachelor's degree
- Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset
- Experience performing information network and physical infrastructure support including hardware/software for routers, switches, servers, printers, scanners, and video teleconferencing suites
- 1+ years experience with SolarWinds or similar tool
- Previous experience working in a NOC
- Experience supporting industry standard software products
- Experience troubleshooting wireless networks and Wireless Access Points
- Willingness to work a variety of shifts, including holidays, in a 24/7/365 NOC environment
- Ability to communicate effectively in oral and written forms with all levels of staff and clients
- Familiarity with Active Directory, Windows, ServiceNow, network monitoring systems/SolarWinds, Cisco Prime, and LAN/WAN control protocols
- Ability to maintain a safe, secure home workspace if remote
- Ability to appear on camera for meetings and protect proprietary company and customer information
- Ability to view computer screens and sit for long periods
- Ability to manage luggage, laptop, and briefing materials up to 25 pounds during minimal travel
Benefits:
- Military Friendly Employer recognition and support for active-duty and veteran employees
- Reasonable accommodation for individuals with disabilities
- Remote work arrangement
- Minimal travel (0–5%)
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