Network Operations Analyst

Duties, Tasks & Responsibilties

• The candidate will be part of a Service Desk / Network Operations team working in a 24x7x365 environment. The position requires interaction with cybersecurity personnel at customer sites, various levels of management, and outside agencies. Position can include up to 10% travel, local and nationwide. Applicant must be a positive, flexible, self-starter requiring minimal supervision, and able to excel in a fast-paced environment. Communication skills are critical with the ability to verbalize and provide documentation to both technical and non-technical audiences. Applicants must be detail-oriented and have the ability to multi-task effectively.


• This position requires shift work (Day, Swing, or Graveyard) based on 24x7x365 operations.  
• This position requires work on a classified network and must therefore be in the office for a minimum of four days per week. 
• Support the current reporting of weekly and monthly enterprise metrics.
• Follow up on technical issues with Operations engineering team and all stakeholders in resolution process.
• Support accurate updates of service tickets and tracking problems to resolution.
• Maintain enterprise customer point of contact information.
• Provide initial remote troubleshooting, analysis, and triage of reported events.
• Act as both an external and internal facing point of contact to facilitate handling of problem reports and escalate technical issues and communicate network status.
• Support software and hardware issues and ensure stable system performance.
• Observe industry best practices, standards, and procedures.
• Support maintenance and monitoring of the system/server infrastructure to include patching, system upgrade, backup, and configuration.
• Tracking and documenting daily work tasks and issues and communicating them with the rest of the team.
• Receive and document subscriber site security incident reports and communicate to appropriate parties.
• Assist in account management for internal users and external subscriber organizations.
• Perform certification and professional development training to remain current on technologies and to improve skill sets and efficiency.
• Update management on operational and staffing issues.
• This position may require shift work.
• Develop and maintain workflows and standard operating procedures for the Service Desk / Network Operations Center.

Required Experience, Education, Skills & Technologies

• Bachelor’s degree in computer science, Information Technology or related engineering discipline; Four (4) years of computer/IT work experience may be substituted for a degree.
• Strong problem solving and root cause analysis skills.
• Minimum of three (3) years’ IT-related work experience.
• Full time on-site work in a government or customer facility supporting a 24x7x365 environment.
• Travel required up to 10%.
• Customer service focus, and strong interface/communication skills.
• Ability to ask relevant questions of customers and engineers in support of problem resolution.
• Ability to work independently with little supervision.
• Ability to follow procedures and work instructions to perform tasks.
• Identify process gaps and pro-actively improve system inefficiencies.
• Excellent written and verbal communication skills.
• Ability to support shift work.
• Compliance with NIST 800-181, NICE Framework, Revision 1, 11/10/2020 within 12 months.
• #CJ