IT Command Center Agent / Command Center Analyst

Job Title: IT Command Center Agent / Command Center Analyst

Location: Des Moines, Iowa (Onsite)
Shift: 24x7 Rotational Shifts (Including Weekends & Holidays)
Duration: Long-Term Contract
Work Authorization:U.S. Citizens & Green Card Holders Only

Job Summary

We are seeking anIT Command Center Agent / Command Center Analyst to support a24x7 IT Operations Command Center. The ideal candidate will be responsible for monitoring enterprise infrastructure, cloud environments, applications, and network systems while providing first-level operational support, incident management, event monitoring, and major incident coordination.

This role is ideal for candidates with1–3 years of experience in aService Desk, NOC, SOC, IT Operations Center, or Technical Support environment.

Key Responsibilities

Monitoring & Event Management

• Monitor enterprise infrastructure, cloud platforms, applications, and network environments.
• Identify, investigate, and acknowledge monitoring alerts.
• Perform initial event correlation and impact analysis.
• Escalate issues to appropriate support teams.
• Ensure timely response to operational events and alerts.

Incident Management

• Log, categorize, prioritize, and assign incidents using ITSM tools.
• Perform first-level troubleshooting and diagnostics.
• Follow SOPs and operational runbooks.
• Track incidents through resolution while meeting SLA requirements.

Major Incident Support

• Participate in Major Incident bridge calls.
• Coordinate with Incident Managers and technical support teams.
• Maintain incident timelines and documentation.
• Provide operational updates during critical outages.

Operational Communication

• Send outage notifications and service health updates.
• Maintain shift handover documentation and operational logs.
• Coordinate communications between technical teams and stakeholders.

Dashboard & Reporting

• Monitor operational dashboards.
• Generate daily operational reports.
• Document recurring issues and trend analysis.
• Update ticketing systems with investigation details.

Process Compliance

• Follow Incident, Event, Change, and Problem Management processes.
• Maintain knowledge articles and operational documentation.
• Participate in shift handovers and operational reviews.
• Ensure compliance with security and audit standards.

Required Technical Skills

• Windows Server Fundamentals
• Linux / Unix Basics
• TCP/IP
• DNS
• DHCP
• VPN
• Microsoft Azure Fundamentals
• AWS Fundamentals
• Microsoft 365
• SolarWinds
• LogicMonitor
• Microsoft SCOM
• Dynatrace
• Splunk
• Datadog
• ServiceNow
• Remedy
• Jira
• Active Directory
• Identity Management
• Microsoft Office Suite

Required Qualifications

• 1–3 years of experience in:
  • Service Desk
  • NOC
  • SOC
  • IT Operations Center
  • Command Center
  • Technical Support
• Experience with IT infrastructure monitoring.
• Familiarity with ITIL processes.
• Strong troubleshooting and analytical skills.
• Excellent communication and documentation abilities.
• Willingness to work24x7 rotational shifts, weekends, and holidays.

Preferred Qualifications

• ITIL Foundation Certification
• Experience in enterprise IT Operations Centers
• Cloud monitoring experience
• Knowledge of enterprise infrastructure operations
• Experience supporting large-scale production environments