NOC Analyst

Summary

TEKsystems is a leading provider of business and technology services, and they are seeking a Level One Service Desk Technician to serve as the first point of contact for users experiencing network issues. This role involves troubleshooting basic network incidents, escalating complex problems, and maintaining stable network operations across the organization.

Responsibilities

• Respond to user reports of connectivity issues, VPN access failures, slow network performance, or Wi-Fi disruptions
• Provide first-line diagnostics for routers, switches, access points, and cabling connectivity
• Use network monitoring tools (e.g., PRTG, SolarWinds, Nagios, or similar) to identify and log potential network outages or degradations
• Escalate recurring or major network issues to Level Two Network Technicians or Network Engineers
• Accurately log and track tickets in the ITSM system (e.g., ServiceNow, Jira, or ManageEngine)
• Ensure all incidents are categorized, prioritized, and updated in accordance with Service Level Agreements (SLAs)
• Assist users with LAN/WAN connectivity, DNS/DHCP issues, and VPN setup or password resets
• Verify device configurations such as IP addressing, gateway, and VLAN assignment under supervision
• Conduct basic network cable testing and port tracing
• Support endpoint network configurations (wired and wireless)
• Assist with configuration and testing of network printers, VoIP phones, and other IP-enabled devices
• Maintain detailed records of incidents, troubleshooting steps, and resolution outcomes
• Contribute to the internal knowledge base for network-related support
• Provide clear communication with users throughout the resolution process
• Ensure a professional and customer-focused approach in every interaction

Skills

• High school diploma or equivalent (Associate's degree or related IT coursework preferred)
• Strong understanding of network fundamentals: TCP/IP, DNS, DHCP, subnetting, and routing basics
• Familiarity with network devices (switches, routers, firewalls, and access points)
• Experience with Microsoft Windows
• Understanding of remote access tools and VPN technologies
• Strong troubleshooting and communication skills with a focus on accuracy and follow-through
• CompTIA Network+ (highly preferred) or A+ certification
• 1–2 years of experience in a network support or help desk environment
• Familiarity with network monitoring tools (SolarWinds, Grafana etc.)
• Exposure to enterprise network environments (Cisco, Ubiquiti, Fortinet, Aruba or Meraki equipment)
• Open to candidates with 1-2 years of end-user support experience looking to break into networking
• Strong customer service skills, willingness to learn, proactivity, assertiveness, and initiative are highly valued
• Familiarity with IP connectivity is needed

Qualifications

Must Haves

• High school diploma or equivalent (Associate's degree or related IT coursework preferred)
• Strong understanding of network fundamentals: TCP/IP, DNS, DHCP, subnetting, and routing basics
• Familiarity with network devices (switches, routers, firewalls, and access points)
• Experience with Microsoft Windows
• Understanding of remote access tools and VPN technologies
• Strong troubleshooting and communication skills with a focus on accuracy and follow-through
• CompTIA Network+ (highly preferred) or A+ certification
• 1–2 years of experience in a network support or help desk environment
• Familiarity with network monitoring tools (SolarWinds, Grafana etc.)
• Exposure to enterprise network environments (Cisco, Ubiquiti, Fortinet, Aruba or Meraki equipment)
• Open to candidates with 1-2 years of end-user support experience looking to break into networking
• Strong customer service skills, willingness to learn, proactivity, assertiveness, and initiative are highly valued
• Familiarity with IP connectivity is needed

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)