Aptonet

Compensation

Full 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.