SOC Analyst

Job Summary:
The Service Operations Center (SOC) Analyst is responsible for providing first-level technical support and monitoring for critical network and IT infrastructure systems across a large K 12 environment.
This role requires strong customer service skills, a working knowledge of monitoring tools such as SolarWinds, and familiarity with incident management systems like ServiceNow.
The analyst will also be expected to travel occasionally to school sites or other facilities buildings for hands-on troubleshooting and support.

Responsibilities:
Monitor network and infrastructure systems using SolarWinds or similar monitoring tools to identify outages or performance issues.
Log, triage, and resolve or escalate incidents and service requests through ServiceNow in alignment with ITIL best practices.
Respond to alerts and user-submitted tickets, ensuring timely resolution or escalation when needed.
Provide first-level customer support via phone, email, or ticketing system, ensuring clear and professional communication.
Conduct basic troubleshooting of switches, wireless access points, and other network equipment.
Travel to school sites as needed to support equipment troubleshooting, installation, and testing.
Follow documented procedures and update knowledge base content where appropriate.
Participate in shift handovers, team meetings, and status reporting to ensure continuous service coverage.
Assist in maintaining inventory and asset tracking of IT infrastructure.

Required Qualifications:
2 3 years of experience in a Service Desk, NOC, or IT support role.
Strong customer service skills with a commitment to resolving issues professionally and efficiently.
Familiarity with monitoring tools such as SolarWinds (preferred) or similar platforms.
Experience using ServiceNow or other ITSM systems to manage incidents and service requests.
Basic understanding of network infrastructure (routers, switches, Wi-Fi, VLANs, etc.).
Ability to follow technical procedures and escalate issues appropriately.
Strong verbal and written communication skills, with the ability to document and explain technical issues to both technical and non-technical users.
Proactive problem-solving skills with the ability to analyze issues, follow procedures, and escalate when necessary.
Willingness to travel within the district to support school site operations, including equipment
troubleshooting and basic installations.
Detail-oriented and highly organized, with the ability to manage multiple tasks and prioritize effectively.
Adaptable and collaborative, comfortable working in a fast-paced, team-oriented environment where priorities may shift quickly.

Preferred Qualifications:
Experience working in or supporting large K 12 school districts or educational institutions.
Entry-level certifications such as CompTIA Network+, A+, or equivalent.
Familiarity with the ITIL framework and service delivery best practices.
Working knowledge of Google Workspace, Microsoft Office, and remote support tools.