IT Support & Network Operations Analyst

Summary

Corserva is a leading U.S.-based IT managed service provider that delivers secure, scalable, and high-performance technology solutions. They are seeking a proactive IT Support & Network Operations Analyst to provide comprehensive support through traditional service desk responsibilities and network operations functions, ensuring client satisfaction and effective issue resolution.

Responsibilities

• Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system
• Diagnose and resolve hardware, software, and network issues promptly and effectively
• Provide exceptional customer service, ensuring client satisfaction and timely issue resolution
• Document all support interactions, solutions, and follow-up actions in the ticketing system
• Monitor network systems, servers, and applications for performance and availability using NOC monitoring tools
• Respond to alerts and incidents, performing initial diagnostics and troubleshooting to resolve issues promptly
• Escalate complex problems to appropriate technical teams, ensuring timely resolution
• Document incidents, actions taken, and resolutions in the ticketing system
• Create and maintain standardized system images for deployment across client and internal systems
• Utilize imaging tools to deploy operating systems, applications, and configurations to new or reimaged devices
• Ensure all images are up-to-date with the latest security patches and software updates
• Document imaging procedures and configurations for consistency and compliance
• Perform routine maintenance tasks, such as patch management and system updates
• Assist in the implementation of network changes and upgrades
• Support disaster recovery and backup procedures
• Serve as the first point of contact for system and network-related issues, providing clear and effective communication to clients and internal teams
• Collaborate with cross-functional teams to ensure seamless network operations
• Participate in regular meetings to discuss network performance and improvement strategies
• Identify trends and recurring issues, recommending improvements to processes and systems
• Stay current with emerging technologies and best practices
• Contribute to the development and maintenance of NOC documentation and procedures
• Participate in a rotating on-call schedule to provide high-priority escalation support for critical system incidents outside of regular business hours
• Respond promptly to urgent system issues, ensuring minimal downtime and swift resolution
• Document and analyze incidents to improve future response strategies and system resilience

Skills

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field
• 1–3 years of experience in IT support, network operations, or a related role
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN
• Familiarity with network monitoring tools (e.g., SolarWinds, Nagios, Zabbix)
• Experience with ticketing systems and incident management processes
• Proficiency in Microsoft Windows and Linux operating systems
• Experience with computer imaging tools (e.g., Windows Deployment Services, MDT, Clonezilla)
• Strong analytical and problem-solving abilities
• Excellent communication skills, both verbal and written
• Ability to work independently and as part of a team in a fast-paced environment
• Willingness to work flexible hours, including nights, weekends, and holidays, as part of a rotating on-call schedule
• CompTIA Network+ or Cisco Certified Network Associate (CCNA) certification is preferred

Qualifications

Must Haves

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field
• 1–3 years of experience in IT support, network operations, or a related role
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN
• Familiarity with network monitoring tools (e.g., SolarWinds, Nagios, Zabbix)
• Experience with ticketing systems and incident management processes
• Proficiency in Microsoft Windows and Linux operating systems
• Experience with computer imaging tools (e.g., Windows Deployment Services, MDT, Clonezilla)
• Strong analytical and problem-solving abilities
• Excellent communication skills, both verbal and written
• Ability to work independently and as part of a team in a fast-paced environment
• Willingness to work flexible hours, including nights, weekends, and holidays, as part of a rotating on-call schedule

Nice to Haves

• CompTIA Network+ or Cisco Certified Network Associate (CCNA) certification is preferred

Benefits

• Comprehensive benefits package, including health insurance, 401(k), and paid time off
• Access to ongoing training and development resources