NOC Tier 3 - Non-Merit

Regular

Schedule:

34 hours per week.

Positions in the Office of Information Technology serve as Tier 3 Level technical support for internal customers and oversee day-to-day operations, including scheduling for 24/7/365 coverage, training new employees, performance monitoring and evaluations of employees, and continual service improvement.

Core duties include:

• Ensure priority 1 SOPs are followed and provide first‑call resolution.
• Schedule and ensure 24/7/365 Service Desk coverage, posting weekend and holiday coverage on the calendar at least one year in advance.
• Work with other IT teams to update support information and add to knowledge bases and configuration items.
• Diagnose recurring issues, analyze outage patterns via the network monitoring system, and notify support teams of ongoing issues.
• Monitor ticket and call volume, performance metrics, and promote corrective action when needed.
• Manage staff: hiring, training, performance evaluations, and progression monitoring.
• Train and conduct workshops for the entire NOC team.
• Serve as champion for OIT policies, procedures, and initiatives.

Other duties as assigned.

Education:

AA degree plus at least four years of technical and troubleshooting experience in an IT service desk, NOC, or related position.

• AA degree and service experience in a service desk or NOC environment.
• Experience with Active Directory, Windows 10/11, SCCM, Print Logic, Beyond Trust, Microsoft Office 365, Microsoft Azure, or similar.

Applicants will be evaluated based on training and experience, including responses to supplemental questions. Clear documentation of dates and duties of past experience is required for assessment.

Essentially sedentary work involving computer use and office machinery.

Successful candidates must complete a background investigation that includes, but is not limited to, criminal history, education verification, and fingerprint check.