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). The CBP Network Management Support Services are responsible for the management, operations, and maintenance of all CBP Network infrastructure. This is a hybrid position based in either 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. The Tier 1 Analyst is the first line of support in the Network Operations Center (NOC), responsible for the initial triage of enterprise events and incidents, aiming for quick resolution or escalation to Tier 2 support. This includes handling customer telephone support and electronically submitted requests with a focus on providing polite and friendly customer service. The role involves monitoring network services, responding to events and alarms, supporting the incident management process (defining impact, escalating, and resolving incidents), and documenting incident status and solutions in incident database tools. Additionally, the Tier 1 Analyst will support service and change requests within a critical WAN/LAN/MAN environment. The NOC operates 24/7/365, with staff working various shifts. The Tier 1 technicians are part of a team that collectively works to operate and maintain the network to meet performance and stability requirements, enabling the customer to meet their business needs.

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
Must demonstrate understanding of Incident, Change, Problem and Request management practices
Must be able to work shift work

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
Quickly resolving issues or escalating to NOC Tier 2 support
Providing customer telephone support and handling electronically submitted requests
Monitoring network services and responding to events and alarms
Supporting the incident management process, including defining impact, properly escalating, and resolving incidents
Documenting incident status and solutions in incident database tools
Supporting service and change requests for a WAN/LAN/MAN environment
Working as part of a team to operate and maintain the Network to meet performance and stability requirements