NOSC Specialist

Remote

Summary:

This position is part of a team that helps troubleshoot incidents and ensures IT Services are resolved as quickly as possible, minimizing the impact of incidents, and preventing issue from reoccurring.

Key Activities:

As part of a team this position facilitates the resolution of issues with enterprise and agency specific hardware, software and applications; to include issues related to firewalls, switches, servers, network, routers, or the Internet, IPT and legacy phones, JVPN, Host on Demand (HOD) and applications.

Utilize disparate data sources to identify common trends and underlying issues across the enterprise. Analyze data to determine if the issue is singular or widespread. Facilitate data collection, analysis and reporting.

Stay current on technology and services supported by the NOSC to be able to provide exceptional customer service. Seek ways to expand and maintain working knowledge of all agency and enterprise systems, applications, systems, and technologies.

Skills:

Technical knowledge

The NOSC Specialist must understand technical issues impacting the delivery of IT Services. Working knowledge of networks, servers, storage, cloud services, and applications is needed. They are not expected to be a technical expert on every issue.

Problem-solving skills

Must have Critical-thinking and root-cause-analysis skills. The ability to be able to step back, look at issues logically, apply intuition and know who must be engaged to resolve the issue.

Data analysis and statistics

Must have an analytical mind. They will spend a considerable amount of effort understanding incidents, reviewing reports, and analyzing data to understand the cause and effect of different situations.