24/7 NOC Support & Incident Triage Specialist

Belcan; Maryland; On-site; USD 44,000 - 46,000; Full time

Benefits offered by this job

Health care

Dental

Vision

Life insurance

401(k)

Education assistance

Paid time off

Job summary

Belcan is seeking a Customer Support Specialist to deliver helpdesk, system, and network operations support in a 24/7 Network Operations Center. You will monitor system performance, perform Tier I and II diagnostics, and coordinate communications to resolve incidents.

Responsibilities include supporting hardware and applications, documenting interactions, and escalating complex issues to higher tiers. A Secret clearance and Security+ certification are preferred, with 2+ years in a NOC or

Qualifications

• Minimum of 2 years of experience in a helpdesk or network operations center environment.
• Ability to obtain/retain a Secret Clearance.
• Ability to work any of the three available shifts, including major holidays.
• Basic understanding of Windows operating system concepts and functionality, as well as proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Strong ability to follow established policies and procedures.

Responsibilities

• Follow and apply all SOPs along with site-specific policies and guidelines.
• Support field personnel by troubleshooting platform and network issues.
• Document every helpdesk interaction in an MCSC Trouble Ticket.
• Monitor network capabilities using PM Mission Command tools and diagnostic systems.
• Maintain and oversee local hardware and equipment; report malfunctions.
• Complete and save electronic data log entries daily.
• Escalate issues that cannot be resolved to appropriate personnel.
• Respond to customer inquiries through NIPR/SIPR email, VOIP, chat, and system messaging.
• Verify users are trusted within the MCSC environment and guide on trusted-user status.
• Collect and assess information for trouble tickets and enter details.
• Provide customers with basic troubleshooting steps.
• Escalate unresolved issues to higher-tier support and notify management.

Skills

Secret Clearance

Security+ certification

Helpdesk experience

Windows OS concepts

MS Office

Policy adherence

Education

Associates degree

Job description

Belcan is seeking a Customer Support Specialist to deliver helpdesk, system, and network operations support in a 24/7 Network Operations Center. You will monitor system performance, perform Tier I and II diagnostics, and coordinate communications to resolve incidents.

Responsibilities include supporting hardware and applications, documenting interactions, and escalating complex issues to higher tiers. A Secret clearance and Security+ certification are preferred, with 2+ years in a NOC or