NOC Technician Tier 1

Imagineeer, LLC; Washington (District of Columbia); On-site; USD 55,000 - 60,000; Full time

Job summary

Imagineeer, LLC seeks a motivated NOC Tier 1 Technician to join a 7x24x365 NOC team supporting mission-critical infrastructure for thousands of internal and millions of external users. You will monitor systems, respond to alerts, and provide first-level technical support in a fast-paced environment.

The role offers a strong entry path into IT operations and network support with exposure to ticketing systems, documented procedures, and escalation processes.

Qualifications

• High school diploma or GED equivalent.
• 1-2 years of experience in IT support, help desk, NOC, or related technical role.
• Basic understanding of networking concepts and technologies.
• Experience using ticketing systems and documentation tools.
• Basic knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VPN.
• Familiarity with monitoring tools and ticketing systems (ServiceNow, Remedy, Jira).
• Understanding of incident management and ITIL framework concepts.
• Ability to follow documented procedures, runbooks, and standard operating procedures.
• Strong attention to detail and ability to identify patterns and anomalies.
• Excellent customer service orientation with professional communication skills.
• Ability to multitask and manage multiple concurrent incidents effectively.
• Strong written communication skills for documenting technical issues clearly and concisely.
• Capability to work under pressure in a fast-paced environment.
• Self-motivated with ability to work independently during assigned shifts.
• Flexibility to work rotating shifts including nights, weekends, and holidays.

Responsibilities

• Monitor network infrastructure, servers, applications, and services using monitoring tools and dashboards.
• Respond to system alerts, alarms, and service notifications per procedures and SLAs.
• Perform initial troubleshooting and diagnosis of network and system incidents.
• Document all incidents, activities, and resolutions in the ticketing system.
• Escalate complex issues to Tier 2/3 support teams per escalation procedures.
• Execute predefined remediation procedures and runbooks for common issues.
• Verify system backups, scheduled jobs, and automated processes complete successfully.
• Conduct routine health checks on network devices, servers, and critical applications.
• Answer incoming calls and emails from users reporting technical issues.
• Open, update, and close trouble tickets in the incident management system.
• Participate in shift handoffs to ensure continuity of operations.
• Communicate proactively with stakeholders regarding ongoing incidents and service impacts.
• Assist in maintaining NOC documentation including procedures, contact lists, and knowledge base articles.
• Monitor and report on system performance metrics and trends.
• Perform basic network connectivity tests and ping/traceroute diagnostics.
• Support network maintenance windows by monitoring systems during changes.
• Maintain awareness of current issues, planned maintenance, and known problems.
• Follow change management procedures and coordinate with change implementers.
• Participate in on-the-job training to develop technical skills and knowledge.

Skills

Networking fundamentals

IT support

Ticketing systems

Windows & Linux basics

Customer service

Documentation

Shift work

TCP/IP DNS DHCP

Education

Associate's degree in CS/IT

CompTIA A+/Network+

2-3 years NOC experience

Tools

ServiceNow

Remedy

Jira

SolarWinds

Nagios

Job description

Imagineeer is seeking a motivated Network Operations Center (NOC) Tier 1 Technician to join our 7x24x365 NOC team supporting a mission-critical infrastructure serving thousands of internal users and millions of external users. The ideal candidate will be an enthusiastic technology professional with strong customer service skills and a passion for learning, capable of monitoring systems, responding to alerts, and providing first-level technical support in a fast-paced environment. This position offers an excellent opportunity to launch or advance a career in IT operations and network support.

Key Responsibilities

• Monitor network infrastructure, servers, applications, and services using various monitoring tools and dashboards
• Respond to system alerts, alarms, and service notifications in accordance with established procedures and SLAs
• Perform initial troubleshooting and diagnosis of network and system incidents
• Document all incidents, activities, and resolutions in the ticketing system with accurate and detailed information
• Escalate complex issues to Tier 2/3 support teams following established escalation procedures
• Execute predefined remediation procedures and runbooks for common issues
• Verify system backups, scheduled jobs, and automated processes complete successfully
• Conduct routine health checks on network devices, servers, and critical applications
• Answer incoming calls and emails from users reporting technical issues
• Open, update, and close trouble tickets in the incident management system
• Participate in shift handoffs to ensure continuity of operations between teams
• Communicate proactively with stakeholders regarding ongoing incidents and service impacts
• Assist in maintaining NOC documentation including procedures, contact lists, and knowledge base articles
• Monitor and report on system performance metrics and trends
• Perform basic network connectivity tests and ping/traceroute diagnostics
• Support network maintenance windows by monitoring systems during changes
• Maintain awareness of current issues, planned maintenance, and known problems
• Follow change management procedures and coordinate with change implementers
• Participate in on-the-job training to develop technical skills and knowledge

Qualifications and Skills

• High school diploma or GED equivalent
• 1-2 years of experience in IT support, help desk, NOC, or related technical role
• Basic understanding of networking concepts and technologies
• Experience using ticketing systems and documentation tools
• Basic knowledge of networking fundamentals including TCP/IP, DNS, DHCP, and VPN
• Familiarity with monitoring tools and ticketing systems (e.g., ServiceNow, Remedy, Jira)
• Understanding of incident management and ITIL framework concepts
• Ability to follow documented procedures, runbooks, and standard operating procedures
• Strong attention to detail and ability to identify patterns and anomalies
• Excellent customer service orientation with professional communication skills
• Ability to multitask and manage multiple concurrent incidents effectively
• Strong written communication skills for documenting technical issues clearly and concisely
• Capability to work under pressure in a fast-paced, time-sensitive environment
• Self-motivated with ability to work independently during assigned shifts
• Flexibility to work rotating shifts including nights, weekends, and holidays as required
• Basic understanding of Windows and Linux operating systems
• Ability to learn new technologies and tools quickly
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel)
• Ability to interpret system logs and identify critical error messages
• Basic understanding of network devices including routers, switches, and firewalls

Desired Skills and Competencies

• Associate's degree in Computer Science, Information Technology, or related field
• CompTIA A+, Network+, or similar entry-level IT certification
• 2-3 years of experience in a NOC or help desk environment
• Experience working in a federal government IT environment
• Additional IT certifications (CompTIA Security+, ITIL Foundation, Cisco CCENT)
• Familiarity with network monitoring platforms (SolarWinds, Nagios, PRTG, Splunk)
• Basic scripting knowledge (PowerShell, Bash, Python)
• Understanding of cloud services and platforms (AWS, Azure, Office 365)
• Experience with remote desktop tools and remote access technologies
• Knowledge of database concepts and basic SQL queries
• Familiarity with application monitoring and APM tools
• Understanding of wireless networking technologies
• Experience with VoIP and unified communications systems
• Knowledge of cybersecurity concepts and best practices
• Exposure to network protocols and packet analysis
• Understanding of backup and disaster recovery concepts
• Familiarity with virtualization technologies (VMware, Hyper‑V)
• Experience creating or updating technical documentation and knowledge base articles
• Bilingual language skills (Spanish or other languages)
• Ability to obtain Public Trust or higher security clearance
• Prior military IT experience or equivalent technical training
• Experience supporting high-availability, mission-critical environments

Additional Information

Employment for this position is contingent upon the candidate being a United States citizen and having the ability to successfully obtain and maintain a Public Trust clearance, in accordance with applicable federal regulations. We use AI to review resumes. All hiring decisions will be made in compliance with applicable federal, state, and local laws and regulations

Equal Opportunity Employer

We are an Equal Opportunity Employer and do not discriminate in employment decisions on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, and local laws. All employment decisions are based on business needs, job requirements, and individual qualifications.

Imagineeeris a fast-growing SBA 8(a) Small Disadvantaged Business headquartered in Arlington, VA, delivering federal AI modernization across health, defense, homeland security, and transportation. We design, test, and deploy secure, AI-ready systems that move agencies from pilots to production without breaking governance, compliance, or mission continuity. Our Mission Studio model creates shared environments where policy, data, security, and operations come together. We are capability-driven and competitive by design, not program-dependent. Our leadership hasoperatedinside the federal systems we now transform, bringing institutional knowledge that accelerates delivery and reduces risk. If real delivery motivates you more than slides, and you want your work to compound across programs and agencies,Imagineeeris growing and we are building the team to match.

The pay range for this role is:

55,000 - 60,000 USD per year (NOC Technician)