[Hiring] Tier I Help Desk Analyst @AMERICAN SYSTEMS

Role Description

The Tier I Help Desk Analyst – Overnight Monitoring provides first-level operational support for overnight monitoring activities in a mission-critical federal environment. This position serves as a junior operations and service desk resource responsible for monitoring designated NSOC and enterprise tools, documenting incidents or notable events, creating and updating tickets, and escalating critical issues to senior NSOC personnel in accordance with established procedures.

This role is a help desk-level position with additional monitoring responsibilities. The analyst is not expected to perform advanced cyber engineering or deep incident response functions, but is responsible for observing alerts, following runbooks, maintaining accurate records, initiating tickets, and notifying the appropriate personnel when predefined conditions or critical events are identified.

Responsibilities

• Monitor designated NSOC, SIEM, endpoint protection, and operational dashboards during assigned overnight shifts.
• Review alerts and events from tools such as Splunk, Microsoft Defender, and other approved monitoring platforms and perform first-level triage in accordance with documented procedures.
• 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 in a clear and timely manner.
• Escalate critical, suspicious, or high-priority alerts to senior NSOC personnel, cybersecurity staff, or other designated support personnel based on approved escalation criteria.
• Monitor and manage trouble and incident tickets to ensure information is complete, current, and routed appropriately.
• Communicate system issues, monitoring observations, outages, and shift activity to appropriate staff through shift turnover notes, ticket updates, and status reporting.
• Follow established SOPs, call trees, runbooks, and escalation procedures for overnight monitoring and response.
• Support first-level help desk activities as assigned, including ticket intake, ticket monitoring, customer communication, routing, and escalation.
• Assist with identifying recurring alerts, duplicate incidents, or unresolved issues and ensure they are properly handed off to the next shift or appropriate support team.
• Maintain situational awareness during assigned shift coverage and promptly report tool outages, monitoring gaps, or inability to complete required monitoring tasks.
• Provide coverage support for schedule gaps and leave coverage as assigned.

Qualifications

• 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.

Requirements

• This position is scheduled for 12-hour overnight shifts 6 pm MT to 6 AM MT:
• Tuesday night
• Friday night
• This position will also provide overnight fill-in coverage, as needed, for:
• Monday night
• Wednesday night
• Thursday night
• Specific hours, shift start/end times, and backup coverage expectations will be established by management based on operational requirements.

Benefits

• AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $20.00/Hr. - USD $25/Hr. Actual compensation will be determined based on several factors permitted by law.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status