Program analyst h1.location_city

Description

Key Responsibilities

• Proactive Monitoring: Actively monitor customer network infrastructure using established NOC tools to identify issues and respond to alarms.
• Ticket Management: Create, work, and update trouble tickets for network issues with accuracy and attention to detail.
• Basic Troubleshooting: Perform initial diagnosis of connectivity issues by following Standard Operating Procedures (SOPs) and troubleshooting guides.
• Escalation: Identify complex incidents that require advanced troubleshooting and escalate them to the appropriate resources.
• Communication: Communicate updates in a clear, professional manner to customers and internal stakeholders via phone, tickets, and email.
• Documentation: Assist in maintaining the team knowledge base and documenting troubleshooting steps for future reference.
• On-Call: Participate in an on-call rotation as required.

Skills, Knowledge and Expertise

• Technical Aptitude: Strong familiarity with general computing (Windows, Web Browsers, Microsoft Office) and a demonstrated ability to learn new software quickly.
• Problem Solving: Ability to follow logical workflows and written instructions to resolve basic issues.
• Communication: Strong verbal and written communication skills; ability to remain professional under pressure.
• Customer Service: Experience interacting with customers or clients in a support capacity.
• General Networking: Basic understanding of Internet connectivity, IP addressing, and how routers/switches function.
• Hardware: Familiarity with basic computer hardware and cabling (Ethernet, Fiber jumpers).
• Must be willing to work in-office at our Lubbock, TX location.
• Must have reliable transportation to and from the office.
• Experience: 0-2 years of work experience. Entry-level candidates with a passion for technology are encouraged to apply.
• Education: High School Diploma or GED is required. An associate or bachelor’s degree in a technical field is preferred.

• Ticketing: Prior exposure to ticketing systems or data entry is a plus.
• Monitoring: Experience with network monitoring tools or dashboards is a plus.
• Reliability: Demonstrated history of punctuality and consistent attendance.
• Initiative: A self-starter who seeks out additional tasks or learning opportunities during downtime without needing constant supervision.
• Attention to Detail: Ability to follow detailed instructions without skipping steps

Benefits

• Competitive salary + performance-based bonuses.
• Comprehensive benefits package (medical, dental, vision, 401(k))
• Generous PTO and wellness opportunities.
• Ongoing professional development and educational opportunities.