Network Operations Center; NOC) Analyst

• Employment Type: Full-Time
• FLSA Status: Non-Exempt
• Department: Managed Services / MSP
• Work Location: Remote; scheduled Central Time coverage, quarterly on-call rotation for one week, and occasional onsite client support by agreement

The Network Operations Center (NOC) Analyst provides advanced systems and networking support across a variety of managed services client environments. As the first level of the engineering team, this role resolves escalations beyond Tier 2, helps maintain service continuity, and communicates clearly with clients and internal technical teams while building broad expertise across network, server, cloud, and infrastructure technologies.

• Handle advanced escalations across network, server, cloud, security, and client-impacting issues.
• Independently troubleshoot firewalls, VPNs, routing, switching, DNS, DHCP, TCP/IP, and connectivity issues across varied client environments.
• Troubleshoot Windows Server, Active Directory, Group Policy, Microsoft 365, Azure, Entra, backups, remote desktop, MFA, and related infrastructure issues.
• Monitor, triage, document, and respond to technical alerts and time-sensitive tickets in accordance with established procedures and escalation protocols.
• Maintain clear ownership and visibility of high-priority issues through accurate documentation, client updates, and effective handoffs.
• Escalate highly complex or high-impact issues to senior engineering resources or other subject matter experts when needed.
• Document troubleshooting, resolutions, labor notes, client environment details, runbooks, and technical procedures.
• Collaborate with senior engineers, Service Desk, Cybersecurity, account managers, cloud specialists, and third-party vendors to resolve complex issues.
• Identify recurring issues and share observations that support process improvement, alert tuning, and consistent service delivery.

• High school diploma or GED equivalent.
• 2–4 years of experience in a Service Desk, NOC, IT operations, infrastructure support, or similar technical support role.
• Hands-on networking experience and the ability to troubleshoot firewalls and connectivity issues with limited guidance.
• Strong understanding of TCP/IP, DNS, DHCP, VPN, routing, switching, and connectivity troubleshooting.
• Direct experience with Windows Server, Active Directory, Group Policy, and Microsoft 365.
• Intermediate experience supporting Azure and Entra environments.
• Familiarity with backup troubleshooting, remote desktop support, MFA, ticketing systems, monitoring tools, and technical documentation.
• Strong analytical, problem-solving, communication, documentation, prioritization, and client-service skills.
• Ability to work independently and collaboratively in a fast-paced remote environment while managing multiple priorities.

• Associate or bachelor’s degree in information technology, computer science, or a related field.
• Experience supporting multiple clients in a managed services, NOC, or 24x7 technical support environment.
• Experience working across multiple firewall and networking-equipment manufacturers.
• Experience supporting dedicated client environments.
• Relevant CompTIA, Microsoft, Cisco, ITIL, or similar certifications.

A high-performing NOC Analyst resolves advanced networking and systems issues accurately and independently, keeps clients and internal teams informed, and maintains clear, reliable documentation. Success is demonstrated through timely escalations, strong client service, consistent operational visibility, and growing technical capability that strengthens the team and supports dependable healthcare technology environments.

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