NOC Analyst I - Incident Response & 24/7 Monitoring (Flexible Schedule)

Klik Holdings; Baltimore (MD); On-site; USD 42,000 - 65,000; Full time

Job summary

Klik Solutions in Baltimore, MD is seeking a hands-on IT Helpdesk / NOC specialist to monitor and triage incidents, assist users, and resolve issues quickly. The role requires strong communication, customer focus, and the ability to work a flexible schedule, including weekends.

You will use Autotask, Vonage, and remote desktop tools to document actions, update tickets, and keep customers informed while maintaining SLA metrics and contributing to team KPIs.

Qualifications

• Clear communication skills and a customer-focused approach.
• Experience in Helpdesk or IT support centers is required.
• Ability to multitask and manage multiple tickets and priorities.

Responsibilities

• Monitor and provide initial triage of all incidents and requests to determine support required
• Monitor the NOC ticket board(s) for monitoring alerts and triage inbound notifications
• Apply best practice troubleshooting techniques to identify problems, investigate causes, and recommend a solution
• Document incidents, requests, and alerts in the Autotask ticketing system, record actions, and follow up on deferred actions.
• Keep customers informed of the progress and status of calls/tickets throughout the resolution
• Collaborate with customers and co-workers to diagnose and resolve problems
• Ensure the ticket queue has accurate statuses on tickets
• Troubleshoot, analyze, resolve, track, elevate, and document all incidents, requests, and alerts
• Resolve incidents and alerts on first contact when possible, leveraging the supported remote desktop control application and other systems as appropriate
• Resolve customer issues within the SLA MTTR timeframe or elevate for resolution following documented escalation procedures and processes
• Respond to and diagnose problems through user discussions using problem recognition, research, isolation, and resolution steps
• Assist and participate in new projects when assigned
• Respond to users in a friendly and professional manner, ensuring all responses are technically accurate, documented, updated, and closed per SLAs
• Maintain all NOC metrics and KPIs

Skills

Communication skills

Customer service orientation

Multitasking

Professionalism

Education

Microsoft Certified Professional

CompTIA A+ certification

HDI certification

Tools

Autotask ticketing system

Vonage phone system

Remote desktop control app

Job description

Klik Solutions in Baltimore, MD is seeking a hands-on IT Helpdesk / NOC specialist to monitor and triage incidents, assist users, and resolve issues quickly. The role requires strong communication, customer focus, and the ability to work a flexible schedule, including weekends.

You will use Autotask, Vonage, and remote desktop tools to document actions, update tickets, and keep customers informed while maintaining SLA metrics and contributing to team KPIs.