NOC Technician Tier 1

NOC Technician- Tier I

Job Type: Full-time

Location: Beltsville, MD

Schedule: M-F

Clearance Status: Must be able to obtain security clearance

POSITION SUMMARY:

The responsibilities for this position will primarily focus on help desk duties and being the face of AiNET when clients and customers come to visit. The Tier 1 will be working on activities associated with identification, prioritization, and resolution of reported problems. Additionally, the T1 will be performing the more general maintenance tasks and resolve the less complex and immediate IT issues via the phone or electronically. The T1 will need to have an understanding of which calls require attention and which require an escalation to a higher level of support. The T1 will be expected to stay current with system information, changes, and updates as well as preparing activity reports, track/route problems, issues, requests and ticket document resolutions. The T1 will need to be familiar with tools used to access end user systems and perform correct actions to resolve users.

JOB RESPONSIBILITIES:

• Manage multi-phone line system
• Document and deliver incoming mail
• Provide administrative support to the NOC
• Maintain visitor’s log
• Ensure building security
• Set-up all new hire’s desktop access: Emails, Networks, etc.
• Prepare activity reports such as status of ticket resolution(s)
• Create all employee’s and visitor’s ID badges
• Ensure cleanliness of the NOC
• Assist in any assigned projects
• Proactive monitoring of mid to large scale services-based application golden signals end-to-end
• Assess and address anomalies timely, working with stewards and capability owners
• Develop required capabilities to improve Operational excellence (like proactive monitoring, dashboards, anomaly, etc.)
• Other related duties as assigned

REQUIRED SKILLS:

• A mix of strong technical and customer service skills
• Proficient with Windows operating system
• File server knowledge
• Strong troubleshooting skills
• Client PC connectivity- TCP/IP
• Ability to dig into the details and anomalies / unusual patterns to act on
• Improve processes to maintain and improve operational rigor for systems
• Ability to communicate technical information, both written and verbal, to a wide range of users
• Knowledge of PC hardware, printers, scanners, computer peripherals, mobile devices
• DNS (Domain Name Storage) experience
• Must have good time management skills
• Must be available to work the times and days specified
• Must be willing to have work schedule altered as needed

DESIRED SKILLS:

• Dependable — more reliable than spontaneous
• Adaptable/flexible — enjoys doing work that requires frequent shifts in direction
• Achievement-oriented — enjoys taking on challenges, even if they might fail

EDUCATION: Bachelor’s (Preferred)

YEARS OF EXPERIENCE: 1 years (Preferred)

BENEFITS:

• 401(k)
• Paid time off
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Vision insurance