Position Description

Valiant Solutions is seeking a Junior Network Operations to join our rapidly growing and innovative cybersecurity team!

Valiant Solutions is seeking a Junior Network Operations technician to serve as the first line of response for a federal enterprise Network Operations Center supporting roughly 50 sites nationwide. This position triages incoming incidents and service requests in ServiceNow, performs first-tier diagnostics such as connectivity verification and switch port resets, and escalates to Tier 2 and Tier 3 engineers against defined service levels.

Tier 1 acts as the incident response manager for this program, meaning the role owns the ticket from intake through resolution rather than simply passing it along. The position is a structured entry point into federal network operations, with direct exposure to Cisco enterprise routing and switching, Zero Trust network access control, and an enterprise IPv6 modernization effort driven by OMB M-21-07.

This is position is based in Silver Spring, MD, and allows for partial remote work. Remote work requires a high level of trust in our employees, and we strictly adhere to the details outlined in our Remote Work Policy below.

Required Experience
Experience and Education

• 3 years of Network Operations Center or technical help desk experience.
• Bachelor's degree in Computer Science, Information Systems, Mathematics, Engineering, or a related field, per the GSA MAS Network Engineer I floor.
• In lieu of the Bachelor's degree, a high school diploma or GED plus two additional years of relevant experience, for 5 years in total. Technical school or trade certifications are highly preferred.
• Experience working tickets in an IT service management platform.

Technical Skills

• Networking fundamentals: the OSI model, IP addressing and subnetting, VLANs, DNS, and DHCP.
• Basic Cisco IOS command line navigation for interface status and port configuration.
• Ticket handling in ServiceNow or a comparable IT service management platform.
• Alarm triage in an enterprise monitoring tool such as SolarWinds.
• Clear technical writing for knowledge base articles and ticket documentation.
• Microsoft Office and collaboration tool proficiency.

The following certifications are preferred:

• CompTIA Network+
• Cisco Certified Support Technician (CCST)
• CompTIA A+
• CCNA

Communication and Stakeholder Engagement

• Written and verbal communication skills sufficient to explain network and security concepts to both engineers and non-technical government stakeholders.
• Ability to brief senior government leadership, including the Contracting Officer's Representative and Technical Lead, on incident root cause, risk, and remediation.
• Clear technical writing for Methods of Procedure, topology diagrams, standard operating procedures, and monthly status report inputs.
• Ability to work as a contractor employee in a non-personal services environment, identifying as contractor staff in all meetings, correspondence, and system records.

Responsibilities
Tier 1 Incident Response

• Serve as the incident response manager for incoming tickets, owning triage, categorization, and routing to Tier 2 and Tier 3 engineers.
• Perform first-tier diagnostics, including connectivity verification, interface status checks, and switch port resets.
• Monitor the enterprise monitoring platform for alarms and open tickets proactively when thresholds are crossed.
• Escalate against defined service levels so that Priority 1 incidents receive a response within 15 minutes.
• Track ticket aging and flag overage tickets before they breach a service level.

Ticketing and Service Request Management

• Open, update, and close tickets in ServiceNow ITSM, capturing clear problem statements, actions taken, and resolutions.
• Process network service requests submitted through the service catalog.
• Provide status updates to requesters and government stakeholders throughout the incident lifecycle.
• Supply ticket metrics and service level performance data for the weekly and monthly status reports.

Documentation and Knowledge Base

• Write and maintain How-To articles for common troubleshooting steps so that repeat issues resolve faster.
• Keep topology diagrams and asset inventories current as devices are added, replaced, or retired.
• Support the device inventory validation effort across Cisco Catalyst and Nexus switches, Cisco Firepower Threat Defense firewalls, Cisco ISE appliances, and Ubiquiti UniFi and Meraki switches.
• Assist senior engineers with monitoring configuration, dashboard upkeep, and change documentation.

Benefits Snapshot (includes, but not limited to)
Valiant pays 99% of the Medical, Dental, and Vision Coverage for Full-time Employees
Valiant contributes 25% towards Health Coverage for Family and Dependents
100% Paid Short Term Disability and Life Insurance Policy for Full-time Employees
100% Paid Certifications
401K Matching up to 4%
Paid Time Off
Paid Federal Holidays
Wellness & Fitness Program
Valiant University - Online Education and Training Portal
FSA programs for: Medical Costs, Dependent Care, Transit, and Parking
Referral Bonuses

.The salary range for this position is a general guideline and not a guarantee of compensation or salary. It has been benchmarked in relation to the scope of the role, market rate, and internal equity. The salary for this role is expected to be in the $82,809-$87,800 range. Where a candidate falls within the band can be determined based on one or more of the following: skillset, experience level, achievements, education, geographic location, security clearance, involvement in corporate tasks, and other non-discriminatory factors. In addition to the base salary, this role will include benefits as described above. Valiant reserves the right to adjust the salary range, experience requirements, and position responsibilities at any time without prior notice.

Remote Work Policy

Remote work necessitates a high level of trust in our employees. To ensure that employee performance does not suffer in a remote work environment, all employees who telecommute are expected to have a quiet and distraction-free workspace with adequate internet, dedicate their full attention and availability to their job duties during working hours, and maintain a schedule during core business hours that align with those of their coworkers and Valiant's clients. In alignment with Valiant's inclusive and engaging environment, cameras are encouraged and can be required to be on during virtual video conferences. Additionally, in alignment with the Office of the Inspector General's effort to eliminate conflicting employment, all Valiant employees are required to disclose any current or future outside employment engagements. During onboarding and throughout employment, employees must disclose any current activities or intent to engage in outside employment or other professional activities and obtain written approval. Employees may not solicit or conduct any outside business during core business hours for Valiant Solutions and our clients.