Network Operations Center Technician

This is the first level in the Network Operations Center series. Work is designed to train incumbents for a higher level in the class series. Although tasks are similar to those of a higher level, assignments are structured and performed with direction and assistance from others. Positions carry out established work processes and operations by learning to apply and follow procedures, techniques, rules, and regulations. Decision making is limited with employees asking users pre-determined questions and following protocols based on established references. Judgment is needed in locating and selecting the most appropriate guideline, choosing from alternatives, and effectively communicating the necessary steps/actions to obtain the desired outcome. Under general supervision, provides monitoring of network and system security, performance, and backup processes. Utilizes monitoring, alerting and ticketing tools to troubleshoot, report on and escalate issues as necessary. Provides off-hour Tier 1 Service Desk support for 24/7 state agencies. Assists in performing daily maintenance and back up procedures on various pieces of equipment. Follows, reviews, makes minor revisions, and maintains security procedures and practices related to network systems., Job Duties: Analyze, triage, and troubleshoot alarms related to network connectivity issues across a wide range of servers, routers, switches, and telecommunication equipment. Create tickets which categorize incidents based on alert type and severity to initiate response and track activity throughout resolution. Provide incident response by following written protocols and established communication practices. Provide comprehensive Service Desk Tier 1 support to state users over the telephone, email, and messaging such as instant messaging. Manage the phone queue, taking direct support calls from users and document follow-up in the forms of incident or service requests in the ticketing system. Escalate incident or service requests to appropriate technical personnel when unable to resolve. Monitor performance of network central processing units (CPUs). Deploy, maintain, and resolve IP switching, remote access protocols, routing, firewalls, and antivirus support. Maintain reports on usage of bandwidth, utilization of servers, uptime, and other crucial elements. Conduct backup and storage activities and follow disaster recovery protocols. Assist in developing and maintaining Network Operations Center policies, procedures, and tools.

Minimum Qualifications: High school diploma or equivalent. One year experience in data center operating environment, performing Service Desk functions or infrastructure support.

Other: Regular and Reliable attendance is required.

Work Shift: Thursday - Monday 10:00 pm - 6:00 am

Knowledge, Skills and Abilities:

Knowledge of: incident or service request ticketing systems and documentation practices; network monitoring systems and security fundamentals; business application software and operating systems; virtual private networks (VPNs); public agencies, services, and infrastructure. ITIL Service Management and Change Management. Lean Six Sigma.

Skill in: Service Desk and networking-based technology; documenting technological problems and actions taken to resolve problems; analyzing information and thinking in a logical manner.

Ability to: resolve user incidents or service requests through a ticketing system; troubleshoot network connectivity issues; attend to detail; prioritize work and handle multiple tasks simultaneously; consistently follow policies and procedures; perform basic root cause analysis; learn and keep current with technological advances; perform a variety of monitoring tasks, often changing assignments on short notice; effectively communicate over the phone, via email, instant messaging, mass notification and in person; investigate security incidents; effectively and consistently provide customer service and satisfaction.

Pulled from the full job description

• Loan forgiveness
• Tuition reimbursement
• Military leave
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Look at what we have to offer!
• 13 paid holidays
• Vacation and sick leave that begin accruing immediately
• Military leave
• 156% (that's not a typo!) state-matched retirement
• Tuition reimbursement
• Employee assistance program
• 79% employer paid health insurance plans
• Dental and vision insurance plans
• Employer-paid $20,000 life insurance policy
• Public Service Loan Forgiveness Program (PSLF) through the Federal government
• Wide variety and availability of career advancement as the largest and most diverse employer in the State
• Opportunity to be part of meaningful work and make a difference through public service
• Training and Development based on your career aspirations
• Fun, inviting teammates
• A safe and secure environment, We offer a comprehensive package of pay, benefits, paid time off, retirement and professional development opportunities to help you get the most out of your career and life. Your paycheck is just part of your total compensation.