Network Operations Center Student

This position is in the Network Operations Center (NOC) which is open 24 hours, 7 days a week. Candidate hired will be trained to handle processes during planned and unplanned staff absences. The anticipated start date for this position may be negotiable upon request.

Routine work schedule:
Saturday and Sunday 8-4, with an additional 4-hour shift during week. This is an onsite position.

NOTE:

Routine work schedule will vary at times in order to provide support where needed on all 3 shifts and different days of the week. Advance notice will be given and class schedules are always considered.

30% - Monitor Consoles, Network, Servers, & Monitors

• Monitor system consoles, campus network, data center servers, and security monitors.
• Ongoing real-time monitoring of systems, infrastructure, and security across campus and remote sites.

15% - Problem Detection, Reporting, & Resolution

• Assist full-time staff in problem detection, reporting & resolution (including environmental issues and events).
• Supporting troubleshooting efforts and responding to data center or facility-related incidents.

15% - Monitoring, Problem Reporting, & Quality Assurance

• Assist full-time staff in monitoring, problem reporting and quality assurance of nightly production processing.
• Ensuring overnight jobs run correctly and issues are reported promptly.

10% - Answer Phone & Direct Calls

• Handling incoming calls, routing requests, and serving as an initial point of contact.

10% - Initiate Recovery or Resolution

• Respond to systems and service monitor information and initiate recovery or resolution.
• Taking action on alerts, outages, or abnormal conditions to restore service or elevate appropriately.

10% - Document Problems

• Document problems in ticketing system.
• Logging incidents, updates, resolutions, and maintaining accurate records.

5% - Data Center Assistance

• Assist full-time staff on Data Center floor.
• Physical presence and hands‑on assistance with equipment, media, or operational tasks.

5% - Project Work as Assigned

• Participation in special projects, documentation updates, or improvement initiatives.

• Must be in good academic standing.
• One year previous experience in IT-related customer service, as evidenced by application materials.

• Excellent customer service skills, as evidenced by application materials.
• Available to work during the summer months and most holidays and breaks, as evidenced by application materials.

During the semester term of the appointment, the student hourly must be enrolled in no fewer than 6 credit hours. For summer periods the student hourly must: (1) have been enrolled in no less than 6 hours in the past spring semester or (2) be pre‑enrolled in the upcoming fall semester in no less than 6 hours or (3) be enrolled in summer session or (4) be admitted to study in the upcoming fall semester.

Student Hourlies may be undergraduate or graduate students. (Exceptions granted for GRA/GTA/GA appointments DO NOT apply to Student Hourly appointments).

(1) Student employees are not eligible for remote work arrangements unless an exception is approved by the unit leadership and HR.

(2) This is an hourly/non-exempt position. A student employee cannot hold an hourly/non-exempt position and a salaried/exempt graduate or undergraduate position (GRA/GTA/GA/RUA/RGA) concurrently.

(3) The individual is expected to work up to 15 - 20 hours per week, with a preference for availability during the summer months and most academic breaks.

• Primary Campus: University of Kansas Lawrence Campus