Tech-support 3_Non-Cleared

Job Description

We are seeking a Desktop Support Analyst based in ANNAPOLIS, Maryland. This role will be a part of our telecom provider's Network Operations Center (NOC), where you will be responsible for incident management for our customers. You will use your knowledge of systems and networks to diagnose and resolve issues, monitor performance, and contribute to network solutions design and configurations.

Responsibilities:

• Monitor the network management system and engage with telecom providers to ensure restoral efforts

• Track incident details and update information in the incident management tool in a timely and accurate manner

• Solve systems and network problems/questions with limited scope and complexity

• Apply technical knowledge to oversee high availability IP networks messaging systems and Air to Ground data communications equipment and systems

• Identify resolutions of routine technical queries from customers and business units

• Work with Senior Team Members to resolve moderate to complex issues

• Use discretion to interpret and apply established processes

• Monitor and troubleshoot system performance, troubleshoot, resolve, or escalate network issues

• Understand deployment configuration and maintenance routines and develop tools to make the process more efficient

• Participate in network solutions design and configurations

• Analyze issues and provide customers with guidance to resolve problems

Additional Responsibilities:

• Train on three NOC 3 positions (Transport, DataLink, Applications) within 4-6 months.

• Participate in continuous monitoring and troubleshooting of network components and data communications systems.

Required Qualifications:

• Network Certification.

• Familiarity with network protocols and practices.

• Knowledge of TCP/IP networking protocols, computer hardware, and software interconnection.

• Familiarity with ITIL/ITSM concepts and practices.

• Experience troubleshooting Cisco devices and familiarity with HSRP/BGP routing protocols.

• AA/AS degree or equivalent experience.

• Possess strong skills in customer service and communication.

• Demonstrable experience in training and design.

• Proficiency in providing workstation support and troubleshooting.

• Ability to handle and resolve queries and issues efficiently.

• Knowledge of configuration management.

• Ability to prioritize tasks and manage deployments effectively.

• Experience working with a business unit preferred.

• Familiarity with computer hardware.

• Demonstrated ability to handle disability claims effectively.

• A mindset that supports innovation and creative problem-solving.

• Experience with routers and firewall technologies.

• Proficiency in telecom and bonds.

• Ability to interpret language effectively.

• Familiarity with circuit board technologies.

Preferred Qualifications:

• CCNA Certification.

• Familiarity with Remedy, Netcool, Office 365, and ServiceNow platforms.