Network Operations Center Support Analyst

ZipRecruiter; Belleville; On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player seeks a dedicated Network Operations Center Support Analyst to join their dynamic team. This role involves monitoring and managing trouble tickets, ensuring top-notch customer service while collaborating with technicians to resolve incidents efficiently. Ideal candidates will possess strong communication skills and a solid understanding of network terminologies. Join this innovative firm to contribute to critical operations that support the Department of Defense, while enjoying a collaborative environment that values your expertise and commitment.

Qualifications

• 1-3 years of relevant experience in customer service or call center.
• DoD Secret clearance required prior to start date.

Responsibilities

• Monitor lifecycle of trouble tickets and ensure contract performance goals are met.
• Coordinate daily workload for incident resolution and provide situational awareness updates.

Skills

Customer Service

Communication Skills

Technical Knowledge of Networks

ITIL Foundations Certification

Education

High School Diploma

Security+ Certification

DoD 8570 IAT II Certification

Tools

MS Office Suite

Job description

Job Description

Our customer, Defense Information Systems Agency (DISA), provides, operates, and assures command and control of the Defense Information System Network (DISN) services to the warfighter, leaders, and other mission and coalition partners across the Department of Defense (DoD) and security organizations. Our Network Operations Center (NOC) team provides 24x7 global DoD Information Network (DoDIN) operations and incident management support.

Education and Experience:

• High school diploma and 1-3 years of relevant experience.
• DoD Secret clearance prior to start date.
• Security+ certification or equivalent DoD 8570 IAT II certification within 60 days of start date.
• 1-3 years customer service or call center experience.
• ITIL Foundations certification.
• Prior military experience or experience working as a contractor in a government environment is preferred.

Responsibilities:

• Monitor the entire lifecycle of trouble tickets.
• Demonstrate working knowledge of high visibility customer tickets.
• Analyze ticket status and verify next actions are clear and concise.
• Monitor ticket queue to ensure contract performance goals are met.
• Design reports to track and identify trends within the ticketing system.
• Use report data to identify and correct non-compliant tickets.
• Review and validate tickets to ensure they follow published processes, including templates, notifications, and timelines.
• Coordinate and assign daily workload to technicians for incident resolution.
• Complete incident synopses for the government when requested.
• Provide handovers of high-interest incidents to incoming Network Operations Center Support Analysts.
• Consolidate scheduled maintenance lists and distribute to technicians on shift.
• Collaborate with leads across functional areas to restore services to customers.
• Provide situational awareness updates to both customer and contract leadership on high visibility issues and tickets.

• Be available to answer informational requests from the customer.
• Support Field Service Engineers according to published work instructions and SOPs.

Technical Knowledge:

• General understanding of network terminologies.
• Strong written and verbal communication skills.
• Understanding of network topologies, both transport and IP.
• Experience with MS Office suite (Outlook, Excel, Word, Access, PowerPoint).

Clearance/Citizenship:

• Secret clearance required.
• Must be a U.S. citizen.

Travel Requirements:

Less than 10% travel expected.

Location: O’Fallon, IL (Scott Air Force Base)