Tier I, Part Time Help Desk Analyst – Overnight Monitoring

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Deliver first-level operational support for overnight monitoring tasks in a critical federal environment.

• Oversee designated NSOC, SIEM, endpoint protection, and operational dashboards during assigned overnight shifts.

• Examine alerts and events from Splunk, Microsoft Defender, and other authorized monitoring platforms, performing initial triage.

• Create, update, and manage incident, event, and service tickets within the approved IT service management system.

• Document significant events, initial observations, actions taken, and escalation statuses.

• Escalate critical, suspicious, or high-priority alerts to senior NSOC personnel, cybersecurity teams, or designated support staff.

• Monitor and manage trouble and incident tickets effectively.

• Communicate system issues, monitoring observations, outages, and shift activities through turnover notes, ticket updates, and status reports.

• Adhere to SOPs, call trees, runbooks, and escalation protocols.

• Assist with first-level help desk activities, including ticket intake, monitoring, customer communication, routing, and escalation.

• Identify recurring alerts, duplicate incidents, and unresolved issues, ensuring appropriate handoff.

• Report tool outages, monitoring gaps, or challenges in completing monitoring tasks.

• Provide coverage support for schedule gaps and leave requirements.

⛳️ Requirements

• Required clearance: Public Trust (Tier 4).

• Experience with IT service management or call center support applications, such as ServiceNow or similar ticketing systems.

• Basic understanding 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 necessary.

• Capability to differentiate between routine events, system issues, and alerts that require immediate notification.

• Proficient in analyzing problems, gathering information, documenting findings, and recognizing when escalation is needed.

• Strong communication skills to engage professionally and clearly with users, peers, and support staff.

• Ability to work autonomously during overnight hours while adhering to established workflows and escalation protocols.

• Exceptional attention to detail and capability to maintain precise ticket and incident documentation.

🏝️ Benefits

• Healthcare benefits.

• Paid leave.

• Retirement plans.

• Insurance programs.

• Education and training assistance.