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Global Enterprise Services
4.0
Network Operations Center Support Analyst
Swansea, IL
$52K - $73K (Glassdoor est.)
Easy Apply
Security+ certification or equivalent DoD 8570 IAT II certification within 60 days of start date. Prior Military experience or experience working as a……
30d+
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STUDIO ENTERPRISE
2.5
Support Analyst I (Remote)
Phoenix, AZ
$20.00 Per Hour (Employer provided)
Easy Apply
Responsible for answering inbound calls and other channels of support across all customer channels, representing the originating organization appropriately.…
30d+
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CarMax
3.5
Sr. Analyst, CAF Technical Support and Reporting
Kennesaw, GA
$88K - $131K (Employer provided)
Develop functional specifications and perform functional analysis, module configuration, data conversion, and testing. May be eligible for bonus and equity.…
29d
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Global Enterprise Services

4.0

Network Operations Center Support Analyst

Swansea, IL

$52K - $73K (Glassdoor est.)

Is your resume a good match?

Use AI to find out how well the skills on your resume fit this job description.

Our customer, Defense Information Systems Agency (DISA), provides, operates, and assures command and control of the Defense Information System Network (DISN) services to the warfighter, national leaders and other mission and coalition partners across the Department of Defense (DoD) and national security organizations. Our Network Operations Center (NOC) team provides 24x7 global DoD Information Network (DoDIN) operations and incident management support.

Education and Experience:

High school and 1-3 years of experience.

DoD Secret clearance Secret clearance prior to start date
Security+ certification or equivalent DoD 8570 IAT II certification within 60 days of start date
1-3 years customer service or call center experience
ITIL Foundations certification
Prior Military experience or experience working as a contractor in a Government environment is preferred.

Responsibilities:

This position is responsible for monitoring the entire lifecycle of trouble tickets.
Demonstrates working knowledge of high visibility customer ticket.
Analyze status of tickets and verify next action is clear and concise.

Monitor ticket queue to ensure contract performance goals are met.
Design reports to track and identify trends within the ticketing system.
Utilize report data to identify and correct non-compliant tickets.
Review and validate tickets are following published processes to include templates, notifications, and updating timelines.
Coordinate and assign daily workload to technicians for resolution of incidents.

Complete synopsis of incidents to government when requested.
Provide pass down of high interest incidents to oncoming Network Operations Center Support Analysts.
Consolidate list of scheduled maintenances and provide to technicians on shift.
Collaborate with leads in all functional areas to restore services to customers.
Provide situational awareness updates to both customer and contract leadership for all high visibility issues and tickets.

Be available to the customer to answer any informational requests.
Support Field Service Engineers in accordance with published work instructions and standard operating procedures.

Technical Knowledge

General understanding of Network Terminologies.

Strong written and verbal communication skills.
General understanding of network topologies, both transport and IP.
Experience with MS Office suite, i.e. Outlook, Excel, Word, Access, PowerPoint

Clearance/Citizenship:

Secret
Must be US Citizen

Travel Requirements:

This position will involve less than 10% travel

Location: O’ Fallon, IL (Scott Air Force Base)

See company reviews

Base pay range

The minimum salary is $52K and the max salary is $73K.

$52K – $73K/yr (Glassdoor est.)

$62K

/yr Median

Swansea, IL

If an employer includes a salary or salary range on their job, we display it as "Employer Provided". If a job has no salary data, Glassdoor displays a "Glassdoor Estimate" if available. To learn more about "Glassdoor Estimates," see our FAQ page.

Working here doesn’t have to be a secret

4.0

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Global Enterprise Services

4.0

Network Operations Center Support Analyst

Swansea, IL

$52K - $73K (Glassdoor est.)

Global Enterprise Services

4.0

Network Operations Center Support Analyst

Swansea, IL

$52K - $73K (Glassdoor est.)

Is your resume a good match?

Use AI to find out how well the skills on your resume fit this job description.

Education and Experience:

High school and 1-3 years of experience.

DoD Secret clearance Secret clearance prior to start date
Security+ certification or equivalent DoD 8570 IAT II certification within 60 days of start date
1-3 years customer service or call center experience
ITIL Foundations certification
Prior Military experience or experience working as a contractor in a Government environment is preferred.

Responsibilities:

This position is responsible for monitoring the entire lifecycle of trouble tickets.
Demonstrates working knowledge of high visibility customer ticket.
Analyze status of tickets and verify next action is clear and concise.

Monitor ticket queue to ensure contract performance goals are met.
Design reports to track and identify trends within the ticketing system.
Utilize report data to identify and correct non-compliant tickets.
Review and validate tickets are following published processes to include templates, notifications, and updating timelines.
Coordinate and assign daily workload to technicians for resolution of incidents.

Complete synopsis of incidents to government when requested.
Provide pass down of high interest incidents to oncoming Network Operations Center Support Analysts.
Consolidate list of scheduled maintenances and provide to technicians on shift.
Collaborate with leads in all functional areas to restore services to customers.
Provide situational awareness updates to both customer and contract leadership for all high visibility issues and tickets.

Be available to the customer to answer any informational requests.
Support Field Service Engineers in accordance with published work instructions and standard operating procedures.

Technical Knowledge

General understanding of Network Terminologies.

Strong written and verbal communication skills.
General understanding of network topologies, both transport and IP.
Experience with MS Office suite, i.e. Outlook, Excel, Word, Access, PowerPoint

Clearance/Citizenship:

Secret
Must be US Citizen

Travel Requirements:

This position will involve less than 10% travel

Location: O’ Fallon, IL (Scott Air Force Base)

See company reviews

Base pay range

The minimum salary is $52K and the max salary is $73K.

$52K – $73K/yr (Glassdoor est.)

$62K

/yr Median

Swansea, IL

Working here doesn’t have to be a secret

4.0

Recommend to a friend
Approve of CEO
CEO: 0 Ratings

3 Enterprise technical support analyst jobs in United States

Base pay range

Working here doesn’t have to be a secret

Base pay range

Working here doesn’t have to be a secret