Description

We are seeking a Desktop Support Analyst based in ANNAPOLIS, Maryland. This role will be a part of our telecom provider's Network Operations Center (NOC), where you will be responsible for incident management for our customers. You will use your knowledge of systems and networks to diagnose and resolve issues, monitor performance, and contribute to network solutions design and configurations.

Responsibilities:

• Monitor the network management system and engage with telecom providers to ensure restoral efforts

• Track incident details and update information in the incident management tool in a timely and accurate manner

• Solve systems and network problems/questions with limited scope and complexity

• Apply technical knowledge to oversee high availability IP networks messaging systems and Air to Ground data communications equipment and systems

• Identify resolutions of routine technical queries from customers and business units

• Work with Senior Team Members to resolve moderate to complex issues

• Use discretion to interpret and apply established processes

• Monitor and troubleshoot system performance, troubleshoot, resolve, or escalate network issues

• Understand deployment configuration and maintenance routines and develop tools to make the process more efficient

• Participate in network solutions design and configurations

• Analyze issues and provide customers with guidance to resolve problems

Additional Responsibilities:

• Train on three NOC 3 positions (Transport, DataLink, Applications) within 4-6 months.

• Participate in continuous monitoring and troubleshooting of network components and data communications systems.

Requirements

Required Qualifications:

• Network Certification.

• Familiarity with network protocols and practices.

• Knowledge of TCP/IP networking protocols, computer hardware, and software interconnection.

• Familiarity with ITIL/ITSM concepts and practices.

• Experience troubleshooting Cisco devices and familiarity with HSRP/BGP routing protocols.

• AA/AS degree or equivalent experience.

• Possess strong skills in customer service and communication.

• Demonstrable experience in training and design.

• Proficiency in providing workstation support and troubleshooting.

• Ability to handle and resolve queries and issues efficiently.

• Knowledge of configuration management.

• Ability to prioritize tasks and manage deployments effectively.

• Experience working with a business unit preferred.

• Familiarity with computer hardware.

• Demonstrated ability to handle disability claims effectively.

• A mindset that supports innovation and creative problem-solving.

• Experience with routers and firewall technologies.

• Proficiency in telecom and bonds.

• Ability to interpret language effectively.

• Familiarity with circuit board technologies.

Preferred Qualifications:

• CCNA Certification.

• Familiarity with Remedy, Netcool, Office 365, and ServiceNow platforms.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .