What are the responsibilities and job description for the Sr NOC Help Desk Agent position at Connection and Careers?
What We Do
We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.
Who We Are
Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.
Why You Should Join Us
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
Job Title: Senior NOC (Network Operations Center) Help Desk Agent
Employment Type: Full-Time (PERM)
Shift: Monday–Friday, 8:00 AM–5:00 PM
Location: Schaumburg, IL (preferred) or Remote within Illinois
Hourly Rate: $28–$31/hr
Position Summary
The Senior NOC Help Desk Agent provides advanced technical support for Level 2 and Level 3 issues within the Network Operations Center. Acting as the primary escalation point for NOC Help Desk Agents, this role monitors alerts, manages outages, and supports NOC customers. The position also offers growth opportunities into networking-focused roles for candidates with relevant experience or interest.
Responsibilities:
- Resolve complex Level 2 and Level 3 NOC issues via phone, email, and remote tools.
- Respond to system alerts, monitor outages, and remediate service disruptions.
- Manage escalated customer issues and advise on next steps.
- Work directly with customers to support services, onboard devices, and maintain client-specific knowledge.
- Perform SOC tasks such as vulnerability scans, SIEM monitoring, antivirus management, and log analysis.
- Maintain accurate help desk records and adhere to NOC procedures and SLAs.
- Create and execute testing: regression, functional, and performance.
- Assist with onboarding, training, and mentoring junior NOC Help Desk Agents.
- Update and maintain NOC processes, procedures, and SOP documentation.
- Communicate clearly regarding NOC engineering tasks and provide proactive improvement recommendations.
- Deliver exceptional customer service and maintain strong client relationships.
- Experience supporting Windows Server environments.
- Knowledge of networking technologies: switches, firewalls, routing, and basic network troubleshooting.
- Familiarity with SOC tools and security monitoring (SIEM, antivirus, log analysis).
- Strong problem-solving, troubleshooting, and communication skills.
- Ability to mentor and guide junior team members.
- Customer-focused with a professional, proactive approach.
Salary : $28 - $31