Network Operations Tier I Analyst

Peraton•Springfield, VA

2d•Hybrid

About The Position

Peraton is seeking a Network Operations Tier I Analyst to join their team supporting Customs and Border Protection (CBP). This role is part of the Network Management, Operations, and Maintenance for all CBP Network infrastructure. 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. The goal is to resolve issues quickly or escalate them to NOC Tier 2 support. This involves handling customer telephone support and electronically submitted requests, providing excellent customer service, monitoring network services, responding to events and alarms, and supporting the incident management process. The analyst will document incident status and solutions, and support service and change requests within a critical WAN/LAN/MAN environment. The NOC operates 24/7/365, requiring shift work to maintain network performance and stability.

Requirements

Bachelors degree; 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
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
Must be able to work shift work
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
Use of ServiceNow ticketing application in a NOC environment
Demonstrate understanding of Incident, Change, Problem and Request management practices

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, proper escalation, and resolution
Documenting incident status and solutions in incident database tools
Supporting service and change requests for a WAN/LAN/MAN environment
Working shifts as part of a team to operate and maintain the Network