NOC Analyst

TEKsystems•Houston, TX

2d•$30 - $35•Onsite

About The Position

Position Summary The Level One Service Desk Technician (Network Support) serves as the first point of contact for users experiencing network connectivity or infrastructure-related issues. This role focuses on identifying, troubleshooting, and resolving basic network incidents, as well as escalating more complex problems to higher-level engineers. The technician plays a key role in maintaining stable and secure network operations across the organization.

Requirements

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.

Responsibilities

Frontline Network Support: o 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.
Monitoring and Reporting: o 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.
Incident and Request Management: o 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).
Network Troubleshooting: o 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.
User Device Support: o Support endpoint network configurations (wired and wireless).
Assist with configuration and testing of network printers, VoIP phones, and other IP-enabled devices.
Documentation: o Maintain detailed records of incidents, troubleshooting steps, and resolution outcomes.
Contribute to the internal knowledge base for network-related support.
Customer Service: o Provide clear communication with users throughout the resolution process.
Ensure a professional and customer-focused approach in every interaction.