NOC Analyst

What you'll do

• Monitor system metrics across infrastructure tools to identify potential service disruptions and ensure uptime agreements.
• Differentiate between transient issues and critical outages to determine the appropriate initial response pathways.
• Document diagnostic steps and verify restoration during outage recovery processes.
• Manage incident workflows to provide timely resolutions within established operational standards.
• Take ownership of major disruptions by identifying and coordinating necessary technical resources.
• Escalate complex incidents to specialized teams while maintaining active collaboration until resolution is complete.
• Respond to escalated service requests professionally while adhering to strict ethical access protocols.
• Coordinate cross-functional resolution efforts between internal technical teams and external service vendors.

What we're looking for

• High School Diploma or equivalent with 2+ years of technical customer support experience.
• Must be a U.S. Citizen.
• Must have legal authorization to work in the U.S. indefinitely.
• Must pass a stringent fingerprint background check for CJIS Security Policy compliance.
• Bachelor's degree or equivalent practical experience in technical customer support (encouraged).
• Experience in a Help Desk, Service Desk, or Network Operations Center environment (preferred).
• Familiarity with ITIL processes and continuous improvement practices (preferred).