Summary: NASA SEWP is seeking a Network Operations Center (NOC) Analyst to become the first line of defenses, monitoring network dashboards, analyzing problems, troubleshooting, coordinating, and reporting of all operational information concerning the enterprise network infrastructure.

Typical responsibilities and duties include, but are not limited to:

• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams
• Act as central point of coordination for Critical incidents, outages, and customer notifications.
• Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact
• Collect and review performance alerts/log for various systems. Report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
• Monitor a wide variety of information and network systems that include, but are not limited to LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications
• Document all actions in accordance with standard procedures (work instructions)
• Create and/or maintain comprehensive documentation for NOC procedures
• Work with technical/service team members to create and/or update knowledge base articles
• Track issues to resolution and document lessons learned with senior technical personnel
• Setup and configuration of new dashboards for better network visibility

Education, qualifications and experience:

Required:

• Bachelor's Degree or minimum 3 years of prior relevant experience
• 3 years of recent experience as a Network Technician, or Network Analyst working on complex server and networking systems
• Working Knowledge of ticketing systems such as Jira, Remedy, Salesforce Service Cloud, etc.
• 1 years IT Helpdesk or Customer Service Experience

Preferred:

• Professional certifications such as ITIL foundation, Network or CCNA preferred
• A self-motivated, task-oriented, and creative individual with the ability to solve problems
• Ability to troubleshoot, analyze and resolve complex server and networking problems.

Key Requirements:

• US Citizen or permanent residency, with ability to obtain a security clearance of Public Trust
• Current on-site work requirement is a minimum of two (2) days per week.
• Excellent verbal/written communication and customer service skills