Merit Network - MSC Security Analyst at Merit Network Inc.

joinhandshake.com - Jobboard; Ann Arbor (MI); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Medical and dental insurance

Generous retirement matching

Paid vacation and sick time

Professional development opportunities

Job summary

A non-profit organization supporting education in Michigan is seeking an entry-level support professional. You'll manage cybersecurity and network-related inquiries within a hybrid work model. Responsibilities include triaging issues, providing Tier 1 support, and collaborating with technical teams. Ideal candidates have an associate's degree in networking or internet security and strong communication skills. The position offers comprehensive benefits and professional development opportunities.

Qualifications

• Good communication skills with a positive attitude.
• Basic understanding of networking concepts (TCP/IP, DNS).
• Ability to manage workflow and troubleshoot effectively.

Responsibilities

• Manage and prioritize emails, phone calls, and alerts.
• Provide support for Tier 1 tickets regarding DNS and billing.
• Collaborate with team members for incident resolution.

Skills

Customer support

Networking concepts

Communication skills

Problem-solving

Education

Associate's Degree in networking or internet security

Job description

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Come join Merit Network, Inc., a team of passionate individuals at a non‑profit serving Michigan's public universities, colleges, K-12 organizations, libraries, state government, healthcare and other Michigan non‑profit organizations for over 55 years! As an important member of our 24/7 Merit Support Center (MSC) team, you will be the first point of contact for cybersecurity and network‑related inquiries ensuring that vital Michigan institutions remain connected, protected, and operational.

The MSC is the combined environment of a Network Operations Center (NOC), Security Operations Center (SOC), and support for the services that Merit provides over the network. You will need to have an entry level skill set in security, networking, and customer support.

This entry‑level position offers an excellent opportunity to apply your foundational skills in security, networking, and customer support. You'll assist in triaging incoming emails, alerts, and member phone calls, quickly identifying issues and escalating them to the appropriate team members within the MSC. Every step of the way, you'll be supported in developing more advanced networking and security skills, with access to ongoing training and professional support.

If you're enthusiastic about learning, enjoy problem‑solving, and are driven by a sense of mission, we invite you to support Michigan's vital research and education community while growing your career alongside a passionate and inclusive team.

Merit is hiring for two individuals to fulfill this role at this time. One will fill an 8am-4pm shift, and the other will fill a 2pm-10pm shift.

Have questions about the role or want to learn more before applying?

Join our informal, open‑forum Zoom sessions to connect with the hiring team! Drop in at any time during the hour and stay as long as you'd like - whether you have specific questions or just want to listen in.

Essential functions for this position are followed by an (E).

MSC Operations (80%)

• Manage and prioritize incoming emails, phone calls, and system alerts using established monitoring and ticketing platforms within our support center, ensuring prompt escalation as necessary. (E)
• Triage Phishing Takedown requests and additional SOC offerings as services expand, following protocols for incident initial response. (E)
• Provide responsive, professional support to Merit Members and customers across a range of organizations, addressing Tier 1 tickets for services such as DNS, IRR (RADb), billing issues, and scheduled maintenance requests. (E)
• Coordinate with NOC/SOC Specialists and supporting Engineers to ensure rapid and accurate incident escalation and resolution. (E)

MSC Administration and Development (20%)

• Review completed support tickets for documentation accuracy and completeness.
• Collaborate with team members to analyze major incidents; participate in after‑action reviews to build expertise in network and cybersecurity operations.
• Pursue ongoing professional development as supported by Merit.

Other Duties

Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibility

This position has no supervisory responsibilities.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, cloud‑based systems, and AV/teleconferencing software & equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee (with or without accommodations) to successfully perform the essential functions of this job.

Employees must frequently work at computer stations, answer telephone calls, emails, and/or other forms of customer/client communication. Employees may on occasion be required to move items of various sizes and weights throughout the office or building.

Skills You Have

Required Qualifications

• Associate's Degree or equivalent professional experience in networking or internet security.
• Demonstrated ability to engage positively and inclusively with a range of customers and stakeholders.
• Outstanding verbal and written communication skills, with professional tone and strong awareness of audience and context.
• Proven track record in maintaining effective working relationships with various stakeholders.
• Comfortable with basic workflow management and troubleshooting.
• Ability to accurately assess situations and effectively elevate issues for appropriate resolution.
• Comfort with basic networking concepts (TCP/IP, DNS, firewalls) and common security threats (e.g., phishing, malware).

Modes of Work

This is a full‑time, hybrid position. Though we are looking to fill two shifts for this position (8am‑4pm and 2pm‑10pm), your work schedule will be determined with your supervisor and may change if necessary.

During your 6‑month probationary period, you will be required to work on‑site for at least 3 days per week, during the first month of training the requirement is 5 days each week, at Merit's office location:

Following, working on‑site will be required for a minimum of 2 days per week. In addition, ad‑hoc on‑site meetings and events may be needed with adequate notice provided.

Positions that are eligible for hybrid or remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

There may be some occasional work required outside of the established schedule, which may include evenings, weekends and holidays.

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Travel

Some travel may be required for conferences or events.

Additional Information

Enjoy comprehensive benefits that support your health, well‑being, and future, including:

• Full access to medical and dental insurance for you and your eligible dependents.
• Generous 2:1 retirement matching to help you plan for your long‑term goals.
• Paid vacation, sick time, holidays, and additional paid time off to support work‑life balance.
• Access to a variety of well‑being programs, resources, and campus perks.
• Professional development opportunities and educational assistance to further your career.

The University of Michigan is an equal employment opportunity employer.