Network Operations Center Technician

Network Operations Center Technician (Open)

Location: Lincoln, NE

Hiring Rate: $18.25 per hour

This is the first level in the Network Operations Center series. The role 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. The position carries out established work processes and operations by learning to apply and follow procedures, techniques, rules, and regulations.

Decision‑making is limited; employees ask users pre‑determined questions and follow 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, the incumbent provides monitoring of network and system security, performance, and backup processes. The incumbent utilizes monitoring, alerting, and ticketing tools to troubleshoot, report on, and escalaté issues as necessary.

They provide off‑hour Tier 1 Service Desk support for 24/7 state agencies, assist in performing daily maintenance and backup procedures on equipment, and follow, review, make minor revisions, and maintain security procedures and practices related to network systems.

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 instant messaging such as instant messaging.

Manage the phone queue, take direct support calls from users, and document follow‑up in incident or service request forms in the ticketing system. Escalate incident or service requests to appropriate technical personnel when unresolved. 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.

• High school diploma or equivalent.
• One year experience in data center operating environment, performing Service Desk functions or infrastructure support.
• Regular and reliable attendance required.
• Work shift:
  
  Thursday – Monday 10:00 pm – 6:00 am.

• 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; keep current with technological advances; perform a variety of monitoring tasks, often changing assignments on short notice; communicate effectively over the phone, via email, instant messaging, mass notification and in person;
  
  investigate security incidents; provide consistent customer service and satisfaction.

• 13 paid holidays
• Vacation and sick leave that begin accruing immediately
• Military leave
• 156% state‑matched retirement
• Tuition reimbursement
• Employee…