THE HIGH LEVEL

The NOC Technician - Tier I position plays a vital role in ensuring the smooth operation of Office of Connected Care (OCC) supported applications and networked services, essential for delivering seamless support to our nation's Veterans and VA providers. This role involves daily monitoring of application performance, network availability, and providing timely alerts for potential issues. The incumbent maintains expertise across various network and computer hardware and software components, including routers, firewalls, and gateways.

Key responsibilities include providing comprehensive support to end-users, including initial setup, troubleshooting, and training of mobile devices within video connection platforms and applications. Additionally, the role serves as the primary technical interface for receiving and triaging technical and functional issues faced by our customers. The NOC Technician - Tier I possesses advanced knowledge of all Iron Bow Veterans Administration supported products and operates effectively under general guidance from senior analysts and management.

Work Hours: Monday - Friday 10am-6:30pm

DOES THIS SOUND LIKE YOU?

• Passion for technology
• Self-motivator
• Problem solver
• Patient

WHAT YOU'LL BE DOING

• Monitor system performance and ensure network availability
• Complete daily application testing to ensure availability and report any issues
• Provide level-1 technical support via phone, email, or chat
• Manage ticketing system for issue tracking and resolution
• Document technical issues and events accurately
• Respond swiftly to system alerts to prevent outages, working closely with Tier II and III Engineers
• Identify failure patterns and work on eliminating them
• Correspond with employees and engineering teams
• Create and maintain end-user documentation and processes
• Participate in helpdesk projects as needed
• Assist with audit reporting and provide advanced application support
• Serve as Tier I support, overseeing technical issues within the organization
• Ensure proper communication and escalation within the organization
• Assist with determining root causes of issues and communicate effectively with NOC Engineers
• Analyze ticket data for recurring incident improvement
• Develop strategies for process improvement and efficiency
• Handle ticket lifecycle from opening to closure
• Generate regular and ad hoc reports as needed
• Assist other support tiers as required
• Maintain detailed documentation of issue resolution
• Proficient in log analysis and debugging
• Prioritize tasks effectively and work well under pressure
• Undertake additional duties as assigned
• Willingness to travel as required

WHAT YOU BRING TO THE TABLE

• Proficiency in installing, configuring, and troubleshooting mobile and desktop devices
• Strong verbal and written communication skills, with a knack for clarity and conciseness
• Excellent interpersonal communication abilities, including de-escalation techniques
• Attention to detail is a must
• Familiarity with monitoring tools like SPLUNK, Vyopta, and AppDynamics is preferred
• Experience in supporting Cisco video conferencing equipment would be advantageous
• Knowledge of tablet and/or 4G/5G issues is a bonus
• Preferred Apple Certified Tech (ACiT/ACMT), Cisco Certification (CCENT/CCT or higher), Comp TIA Certification (A , Security or Network ), Microsoft (MCP/Associate or higher) will be considered in lieu of experience
• Possession of a current CCNA certification is a plus
• Consistent attendance and reliability are expected
• Ability to obtain and maintain Public Trust Security Clearance
• Must be a US Citizen
• HS diploma required. AS degree preferred
• 0-2 years of related experience providing technical support for external customers, with elements of hardware, software, and network support

WHY YOU'LL LOVE IT!

• Iron Bow is rapidly growing and with growth comes opportunity for all.There is palpable energy and momentum across the company that is easy to tap into and be inspired by.