Associate Technician - IT Networks

• Monitor network, systems, applications, and environmental alerts using enterprise monitoring tools 
• Identify, acknowledge, and perform initial triage of alerts in a timely manner 
• Escalate incidents to appropriate support teams based on defined procedures 

• Create, update, and manage incident tickets in the IT service management (ITSM) system 
• Ensure all tickets contain accurate, detailed, and timely documentation 
• Track incidents through resolution and follow up as needed 
• Support major incident coordination, including internal updates and stakeholder communication 

• Perform basic troubleshooting of network, server, and application issues using documented procedures 
• Gather relevant diagnostic information before escalation 
• Apply standard operating procedures (SOPs) and knowledge base articles 

• Serve as a primary point of contact for incident status updates 
• Communicate clearly and professionally with internal teams and stakeholders 
• Provide timely updates on incident progress and resolution 

• Escalate incidents based on severity, impact, and defined service level agreements (SLAs) 
• Coordinate with Tier 2/3 teams to ensure efficient resolution 

• Follow established processes for change management and maintenance activities 
• Monitor system health and report anomalies or recurring issues 
• Assist with routine operational checks and tasks 

• Participate in a 24/7 rotating shift schedule, including nights, weekends, and holidays 

Qualifications 

• High school diploma or equivalent required 
• Associate degree or technical training in IT or related field preferred 

• 0–2 years of experience in a NOC, Help Desk, or IT support environment preferred 
• Familiarity with monitoring tools (e.g., ScienceLogic, SolarWinds) is a plus but not required 
• Experience with ITSM platforms (e.g., ServiceNow) preferred 

• CompTIA Network+ and/or Security+ (or willingness to obtain) 
• ITIL Foundation certification (or willingness to obtain within 6 months) 

Skills & Competencies 

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, WAN/LAN)  
• Basic understanding of Windows and Linux server management 
• Strong problem-solving and analytical skills  
• Ability to follow documented processes and procedures  
• Effective verbal and written communication skills  
• Ability to prioritize tasks in a fast-paced environment  
• Attention to detail and strong organizational skills  
• Ability to work independently and as part of a team 

Work Environment 

• 24x7 operations center environment  
• Shift-based work schedule  
• Occasional high-pressure situations requiring rapid response 

Success Factors 

• Timely and accurate incident response and escalation  
• High-quality ticket documentation  
• Adherence to SLAs and operational procedures  
• Strong collaboration with internal support teams