Join a Monitoring & Incident Response team supporting a U.S. government customer. Perform real-time monitoring, incident triage, and response coordination in a 24/7/365 environment. Requires U.S. Citizenship and Public Trust clearance.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Title: NOC Analyst (Tier 1/2)
Location: Reston, VA (Remote – potential future on-site in Washington, DC)
Work Arrangement: 100% Remote for now, 24/7/365 shift rotation (nights/weekends required)
Clearance: Must be eligible for U.S. Public Trust (U.S. Citizenship required)
Overview
We are seeking a NOC Analyst (Tier 1/2) to join a Monitoring & Incident Response team supporting a U.S. government customer. The NOC Analyst is responsible for real-time monitoring of network and infrastructure services, initial incident triage, and coordination of response activities during outages or performance degradations. This role serves as a key escalation point and ensures timely communication and documentation throughout the incident lifecycle.
Key Responsibilities
- Perform continuous monitoring of network, systems, and critical services in a 24/7/365 environment.
- Provide first-level and some second-level troubleshooting for alerts, events, and incidents.
- Respond to Tier 1/2 Service Desk escalations via tickets, phone, chat, and collaboration tools (e.g., Microsoft Teams).
- Initiate and coordinate incident bridges, track remediation progress, and document actions taken.
- Create and update incident summaries, notifications, and after-action reports.
- Manage the full ticket lifecycle in ITSM tools (e.g., ServiceNow, Remedy), ensuring accurate categorization, prioritization, and timely resolution.
- Maintain and update Standard Operating Procedures (SOPs) and knowledge base articles to support operational readiness.
- Collaborate closely with Network Engineers, Service Providers, and IT leadership during outages and major incidents.
- Escalate issues appropriately based on impact and urgency, following established processes.
Required Qualifications
- 4+ years of experience in IT support, operations, or a similar technical role.
- Hands-on experience supporting Windows environments and proficiency with Microsoft Office.
- Experience using ITSM/ticketing tools such as ServiceNow, Remedy, or similar.
- Strong communication skills, with the ability to clearly document incidents and interact with technical and non-technical stakeholders.
- Solid analytical and coordination skills; able to work in a fast-paced, high-pressure environment.
- Ability to work independently as well as part of a team.
- Ability to obtain and maintain a Public Trust clearance (10+ week process).
- U.S. Citizenship required and willingness to support 24/7 shift rotations, including nights, weekends, and holidays.
Preferred Qualifications
- Prior experience working in a Network Operations Center (NOC) or Service Desk environment.
- Experience with reporting and metrics (e.g., incident trends, ticket volume, SLA performance).
- Active DOJ Public Trust or other federal public trust clearance.