NOC Analyst - Remote (Mountain Standard Time) - Public Trust Information Technology

Our client has implemented an enterprise cloud environment, including a proven integrated Network Operations Center (NOC) along with infrastructure engineering teams. The NOC supports network management functions for our multi-tenant cloud services offering distributed support across multiple data centers/sites.

The organization is a very fast-paced, leading-edge environment. Superior customer focus and issue resolution skills are a must. This position requires ability to work independently as well as within groups. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity are imperative.

The NOC Analyst will provide direct support as an important part of the Federal Cloud Network Operations Center. Contacts will be received from tenant program technical staff that may include potential issues with AWS, Microsoft Windows Server, Linux, and other assorted tool sets. The successful Administrator will be able to leverage personal talent and experiences, Knowledge Articles, and advanced technical staff to resolve a multitude of cloud platform issues. This position will enable the employee to gain experience and promotions into security, networking, or cloud infrastructure positions within the team.

Essential Duties and Responsibilities

Essential Duties and Responsibilities:

- System administration.

- Patching systems.

- System troubleshooting.

- Working with monitoring tools.

- Meeting and Working with directly with clients on IT needs.

- Perform other duties as assigned by leadership.

- Record and triage incoming client and customer calls, emails, and system alert notifications

- Help provision new tenants in an AWS cloud environment to include deploying VMs, perform access management activities, and conduct patch/remediation efforts

- Troubleshoot, resolve, and/or escalate software, hardware, security, and network issues

- Troubleshoot, resolve, and/or escalate cloud platform and application issues within public (AWS) cloud environments.

- Execute periodic performance customer contact reports

- Extend personal capabilities through local training, reading, and technical project work

- Ticket management and auditing

- Train end users in the use of equipment and software

Position Requirements:

- Demonstrated experience with Windows and non-Windows server configuration, administration, and monitoring

- Demonstrated troubleshooting skills in networking and storage management

- Experience working in a process-oriented workflow environment; ITIL experience preferred

- Experience working with multi-tiered ticket handling/resolution systems

- Professional verbal and written communication skills required, capable of contributing to Knowledge Management

- Ability to react to dynamic industry and rapid changes in information technology

- Ability to manage multiple priorities in a fast-paced environment

- Experience supporting large enterprise IT environments

- Experience creating, modifying, and following standard procedural documents

- Knowledge of the Cherwell Service Management platform or ServiceNow platform desired

**Must be able to pass a background investigation and obtain a 6C level of clearance**

Minimum Requirements

- Bachelor's degree with 3+ years of experience.

- May have additional training or education in area of specialization.

- Develops solutions to a variety of problems of moderate scope & complexity.

- General application of concepts & principles.

- Contributes to the completion of organizational projects & goals.

- Frequent use and general knowledge of industry practices, techniques, and standards.

- Applies knowledge and skills to complete a wide range of tasks.

- Communicates on complex or sensitive issues or drafts such responses for supervisor or manager.

Preferred Skills and Qualifications

Certifications:

ITIL Foundation certification preferred

Experience:

2-5 years of directly related experience in:

* Workstation/server administration

* Network support and communications troubleshooting

* Security alert management

* Customer issue resolution and support