Junior Network Operations Center – NOC Analyst

Atos

. Act as the first point of contact for NG911 incidents, service requests, and customer inquiries .

Posted 9/24/2026full-timeUnited StatesJunior💰 $54,386 - $87,018 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT service desk operations, incident management, and ticketing systems, with a strong focus on customer service and effective communication. Proficient in utilizing ITSM tools like ServiceNow and adhering to ITIL frameworks for incident and problem management.

Highest-signal resume keywords

ITSM Tools (ServiceNow)Incident ManagementITIL FrameworkCustomer Service MindsetNetworking Fundamentals (IP, TCP/IP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTicketing SystemsDocumentationTriage ProceduresServiceNowNetworking FundamentalsVoice/VoIP SystemsProcess ImprovementSLA ManagementNG911 Knowledge

Soft Skills

Strong Communication SkillsMultitaskingAttention to DetailCalm Under PressureTeam Collaboration

Tools & Technologies

ServiceNowITSM PlatformsKnowledge BasesRunbooksStandard Operating Aids

Certifications & Qualifications

Associate’s Degree in Information TechnologyTelecommunications Certification

Industry Keywords

NG911Public SafetyEmergency ServicesITILService Management

Tech Stack

Tools & technologies

ITSMServiceNowTCP/IPVoIP

About the role

Key responsibilities & impact

Act as the first point of contact for NG911 incidents, service requests, and customer inquiries
Log, categorize, and prioritize tickets in ITSM tools such as ServiceNow
Capture incident symptoms, business impact, and urgency
Maintain clear, complete, and professional documentation of interactions
Perform initial triage using standard operating procedures and knowledge articles
Assess incident severity, focusing on PSAP impact
Escalate issues to L2/L3 NOC teams, engineering, or external vendors
Support Major Incident Management processes and bridge calls
Provide timely updates to stakeholders and customers during active incidents
Manage expectations and adhere to SLA response and notification timelines
Assist with outage notifications and status reporting
Collaborate with network, voice, applications, and vendor teams
Track ticket progress and ensure timely resolution and closure
Support shift handovers with accurate status updates and summaries
Use knowledge bases, runbooks, and Standard Operating Aids
Identify documentation gaps and contribute to process improvements
Support adherence to ITIL Incident, Problem, and Change Management processes

Requirements

What you’ll need

Associate’s degree or equivalent experience in Information Technology, Telecommunications, or related field
Basic understanding of IT service desk operations
Basic understanding of incident management and ticketing systems
Strong written and verbal communication skills
Ability to multitask and prioritize in a fast-paced environment
Willingness to work in a 24x7 shift-based model, including nights, weekends, and holidays
Experience with ServiceNow or similar ITSM platforms preferred
Exposure to NG911, public safety, or emergency services environments preferred
Basic knowledge of networking fundamentals (IP, TCP/IP) preferred
Basic knowledge of voice/VoIP systems preferred
Familiarity with ITIL framework or service management practices preferred
Strong customer service mindset
Attention to detail in documentation and communication
Ability to remain calm under pressure in critical incident scenarios
Effective organization and time management
Collaborative, team-oriented approach with a willingness to learn

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Flexible Spending Accounts (FSAs)
Health Savings Account (HSA)
Supplemental Insurance
Telehealth
Employee Assistance Program (EAP)
401(k) Retirement Plan
Legal Insurance
Pet Insurance
Wellness and discount programs
Strong learning environment with defined career progression
Clear progression path into NG911 NOC Analyst (L1/L2), Service Desk Lead / Shift Coordinator, or specialized Network, Voice, or Systems Engineering tracks