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Surge Support Analyst Jobs (NOW HIRING)

Essnova Solutions, Inc.

Help Desk Support

Washington, DC · On-site

$23.25 - $31.75/hr

Analyze recurring issues and trends to proactively identify systemic problems and recommend ... Support system releases and upgrades by providing surge support coverage, post-release ...

Potawatomi Federal Solutions, LLC

The position also provides end-of-fiscal-year surge support, maintains advanced knowledge of GFEBS ... Analyze and assess end-user capabilities, perform end-user and functional mapping, and support ...

Surge Staffing

Safety Analyst

Columbus, OH

Surge Staffing is seeking a detail-oriented and analytical Safety Analyst to support and enhance workplace safety, operational efficiency, and overall company performance. This role is responsible ...

Surge Staffing

Safety Analyst

Columbus, OH · On-site

$50K/hr

Surge Staffing is seeking a detail-oriented and analytical Safety Analyst to support and enhance workplace safety, operational efficiency, and overall company performance. This role is responsible ...

Surge Staffing

Safety Analyst

Columbus, OH · On-site

Surge Staffing is seeking a detail-oriented and analytical Safety Analyst to support and enhance workplace safety, operational efficiency, and overall company performance. This role is responsible ...

Chevo LLC

Federal Management Analyst

Arlington, VA · On-site

$100K - $120K/yr

... including ad-hoc surge support for a wide range of workstreams. Requirements Required ... Demonstrated experience with data analytics and KPI development, preferably in a government ...

Chevo LLC

Federal Management Analyst

Arlington, VA · On-site

$100K - $120K/yr

... including ad-hoc surge support for a wide range of workstreams. Requirements: Required ... Demonstrated experience with data analytics and KPI development, preferably in a government ...

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How much do surge support analyst jobs pay per hour?

As of Jun 7, 2026, the average hourly pay for surge support analyst in the United States is $31.38, according to ZipRecruiter salary data. Most workers in this role earn between $22.12 and $37.74 per hour, depending on experience, location, and employer.

What is a Surge Support Analyst?

A Surge Support Analyst is a professional who provides critical support to organizations during periods of increased workload, emergencies, or special projects. Their main role is to step in quickly and assist with tasks such as data analysis, reporting, troubleshooting, and coordination to ensure smooth operations. They are often brought in temporarily to address spikes in demand or to fill gaps in staffing, offering flexibility and expertise when needed most. Surge Support Analysts are valued for their adaptability, analytical skills, and ability to quickly get up to speed in dynamic environments.

How does a Surge Support Analyst typically collaborate with other teams during periods of high demand?

During peak operational times, Surge Support Analysts work closely with both technical and non-technical teams to ensure efficient incident response and service continuity. They often serve as a communication bridge between customer support, IT, and management, helping to prioritize and escalate issues quickly. Collaboration may include participating in cross-functional meetings, sharing real-time updates, and coordinating on resolution strategies to minimize downtime. Effective teamwork and clear communication are essential to managing workload spikes and maintaining service quality.

What are the key skills and qualifications needed to thrive as a Surge Support Analyst, and why are they important?

To thrive as a Surge Support Analyst, you need strong analytical skills, problem-solving abilities, and experience with data management, often supported by a relevant degree or experience in IT or business operations. Familiarity with ticketing systems, customer relationship management (CRM) tools, and Microsoft Office Suite is typically required. Exceptional communication, adaptability, and teamwork help you respond effectively to fluctuating workloads and urgent support needs. These skills and qualities are crucial for maintaining service quality and efficiency during periods of increased demand.

What is the difference between Surge Support Analyst vs Network Support Specialist?

AspectSurge Support AnalystNetwork Support Specialist
Required CertificationsCompTIA Network+, Cisco CCNA (preferred)CompTIA Network+, Cisco CCNA
Work EnvironmentIT support teams, data centers, customer sitesCorporate IT departments, service providers
Industry UsageTelecommunications, IT services, cloud providersIT services, enterprise networks, telecom
Common Search IntentTechnical support, troubleshooting, network issuesNetwork maintenance, support, troubleshooting

The Surge Support Analyst and Network Support Specialist roles share similar certifications and work environments, often focusing on network troubleshooting and support. However, Surge Support Analysts typically handle urgent, high-volume support cases related to network surges or outages, while Network Support Specialists focus on ongoing network maintenance and troubleshooting. Both roles are essential in IT and telecom industries, with overlapping skills but different primary responsibilities.

What cities are hiring for Surge Support Analyst jobs? Cities with the most Surge Support Analyst job openings:
What states have the most Surge Support Analyst jobs? States with the most job openings for Surge Support Analyst jobs include:
Help Desk Support

Help Desk Support

Essnova Solutions, Inc.

Washington, DC • On-site

$23.25 - $31.75/hr

Full-time

Posted 5 days ago

Job description

The TRIRIGA Help Desk Support provides second-level user support for issue resolution, escalates technical problems, and maintains support documentation.

  • Operate and manage the TRIRIGA Help Desk function (Tier 1–3 escalation model) during designated hours of operation (7:00 AM–6:00 PM ET), ensuring compliance with defined SLA response and resolution timelines.
  • Log, triage, categorize, prioritize, and resolve user-reported incidents using an industry-standard ticket management system; escalate unresolved issues per defined procedures.
  • Provide Tier 1 support for user navigation, permissions, access, reporting, and functional inquiries; coordinate Tier 2/3 escalation for complex workflow, integration, or production issues.
  • Monitor incoming tickets for Critical and High priority issues and ensure immediate response within required timeframes (e.g., 15-minute logging for Critical incidents).
  • Analyze recurring issues and trends to proactively identify systemic problems and recommend preventive solutions to Application Development and PM leadership.
  • Administer user accounts and role-based permissions within TRIRIGA, process BEARS access requests, and maintain updated user lists in monthly status reports.
  • Produce and submit required reports including Monthly Help Desk Logs and Bi-Weekly Bug/Defect Tracking Logs with resolution metrics, response times, and LOE summaries.
  • Maintain and update Knowledge Management (KM) repository, FAQs, and support documentation to promote user self-service and reduce recurring ticket volume.
  • Support system releases and upgrades by providing surge support coverage, post-release stabilization assistance, and user communications.

Requirements

  • Must have experience supporting TRIRIGA and/or other IWMS systems for Federal Agencies
  • Must have expertise in ticket management systems (e.g., ServiceNow)
  • Must have experience resolving user issues in IWMS systems
  • Must have familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting