Network Operations Tier I Analyst

Peraton•Ashburn, VA

6d•Hybrid

About The Position

Peraton is seeking a Network Operations Tier I Analyst to join their team to support Customs and Border Protection (CBP). This role is part of the Network Management Support Services team, responsible for the management, operations, and maintenance of all CBP Network infrastructure. The position is hybrid, based in Ashburn, VA, Springfield, VA, or Orlando, FL, requiring candidates to reside near one of these locations. The shift is to be determined but requires flexibility for all shifts, as the Network Operations Center (NOC) operates 24/7/365. The Tier 1 Analyst is the first line of support in the NOC, responsible for the initial triage of enterprise events and incidents, aiming for quick resolution or escalation to Tier 2 support. This involves handling customer telephone support and electronically submitted requests with a focus on polite and friendly customer service. The analyst will monitor network services, respond to events and alarms, support the incident management process (including impact definition, escalation, and resolution), and document incident status and solutions. Additionally, they will support service and change requests within a critical WAN/LAN/MAN environment. The Tier 1 technicians are part of a team that collectively works to operate and maintain the network to meet performance and stability requirements.

Requirements

Bachelors degree and 0 years of experience or an Associates degree and 2 years of experience or a High School diploma/equivalent and 4 years of experience.
Must be a U.S. Citizen with the ability to pass CBP Public Trust background investigation.
Use of ServiceNow ticketing application in a NOC environment.
Experience routing and switching/Firewall (FW)/load balancing.
Working understanding of the OSI model Layers 1-3.
Working knowledge of TCP/IP and the functions of network technologies.
Relevant service desk/phone support experience.
Knowledge of Cisco Switches and Routers.
Operational knowledge of Cisco ASA Firewalls.
Operational knowledge of F5 Load Balancer devices.
Operational knowledge of Network Monitoring tools.
Candidate must demonstrate understanding of Incident, Change, Problem and Request management practices.
Must be able to work shift work (2-4 days on site depending on customer direction).

Nice To Haves

Active DHS CBP Public Trust, or an active Top Secret, Top Secret/SCI, or higher U.S. Government security clearance.
Cisco Certified Network Associate (CCNA) or equivalent networking certification.
Experience with Cisco routing and switching technologies in an enterprise environment.
Experience using network monitoring and performance management tools such as Riverbed, IBM Netcool, Splunk, SolarWinds, or similar platforms.
Knowledge of ITIL processes, including incident, problem, and change management.

Responsibilities

Initial triage of enterprise events and incidents with the goal of quickly resolving the issue or escalating to NOC Tier 2 support.
Provides both customer telephone support as well as electronically submitted requests.
Provides polite and friendly customer service.
Monitoring network services and responding to events and alarms.
Supporting the incident management process, including defining the impact, properly escalating, and resolving incidents.
Documents incident status and solutions in incident database tools.
Support service and change requests for a highly critical and dynamic WAN/LAN/MAN environment.
Work as part of a team to operate and maintain the Network to meet performance and stability requirements.