Tier I, Part Time Help Desk Analyst – Overnight Monitoring

AMERICAN SYSTEMS

. Provide first-level operational support for overnight monitoring activities in a mission-critical federal environment .

Posted 11/6/2026part-timeRemote • Virginia • United StatesMid-LevelSenior💰 $20 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in first-level operational support within a mission-critical federal environment, including monitoring, incident management, and effective communication. Proficient in utilizing IT service management systems and following established procedures for escalation and documentation.

Highest-signal resume keywords

Public Trust ClearanceIT Service ManagementSplunk MonitoringMicrosoft DefenderIncident Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT TroubleshootingDashboard MonitoringAlert ReviewTicket ManagementIncident Triage

Soft Skills

Attention to DetailProfessional CommunicationIndependent WorkProblem AnalysisEscalation Recognition

Tools & Technologies

ServiceNowMicrosoft WindowsMicrosoft OfficeEndpoint ProtectionOperational Dashboards

Industry Keywords

NSOCSIEMSOPsRunbooksCall Trees

Tech Stack

Tools & technologies

Cyber SecurityITSMServiceNowSplunk

About the role

Key responsibilities & impact

Provide first-level operational support for overnight monitoring activities in a mission-critical federal environment
Monitor designated NSOC, SIEM, endpoint protection, and operational dashboards during assigned overnight shifts
Review alerts and events from Splunk, Microsoft Defender, and other approved monitoring platforms and perform first-level triage
Create, update, and maintain incident, event, and service tickets in the approved IT service management system
Document notable events, initial observations, actions taken, and escalation status
Escalate critical, suspicious, or high-priority alerts to senior NSOC personnel, cybersecurity staff, or designated support personnel
Monitor and manage trouble and incident tickets
Communicate system issues, monitoring observations, outages, and shift activity through turnover notes, ticket updates, and status reporting
Follow SOPs, call trees, runbooks, and escalation procedures
Support first-level help desk activities, including ticket intake, monitoring, customer communication, routing, and escalation
Identify recurring alerts, duplicate incidents, and unresolved issues and hand them off appropriately
Report tool outages, monitoring gaps, or inability to complete monitoring tasks
Provide coverage support for schedule gaps and leave coverage

Requirements

What you’ll need

Clearance required: Public Trust (Tier 4)
Experience with IT service management or call center support applications such as ServiceNow or similar ticketing systems
Basic knowledge of Microsoft Windows, Microsoft Office, desktop/laptop support, and general IT troubleshooting
Ability to monitor dashboards, review alerts, follow documented procedures, and escalate issues as needed
Ability to distinguish between routine events, system issues, and alerts requiring immediate notification
Ability to analyze problems, gather information, document findings, and recognize when escalation is required
Ability to communicate professionally and clearly with users, peers, and support staff
Ability to work independently during overnight hours while following established workflows and escalation procedures
Strong attention to detail and ability to maintain accurate ticket and incident documentation

Benefits

Comp & perks

Healthcare benefits
Paid leave
Retirement plans
Insurance programs
Education and training assistance