Network Operations Center Specialist

Network Operations Center Specialist (Open)

Location:

Lincoln, NE

Hiring Rate: $24.074

This is the third level of professional in the Network Operations Center series. Work requires general proficiency in network operations, security and user support and is conducted under limited supervision. Positions may troubleshoot problems that do not follow established patterns, so the cause is not obvious and established protocols do not work. Provides off hour Tier 1 and some Tier 2 Service Desk support for 24/7 state agencies.

Positions carry out defined work procedures and processes, using judgment to select the most appropriate technical guidelines and adapt them to accomplish new and complex tasks. Trains technical staff in standard policies and work processes. Decision making involves the same pre determined questions and protocols; however, the complexity of decisions are greater involving program parameters, related protocols from other applications, timelines and personnel impacted by the decision.

Judgment is used in escalating problems, contacting vendors or supervisors, communicating outage/remediation and emergency change information to users to maintain positive collaborative relationships, researching and planning various mitigation strategies, and documenting effective measures.

Monitors a wide variety of information and network systems including, but not limited to, telecommunication circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications using diagnostic programs on networks to pinpoint problems and monitor overall network health. Isolate potential security vulnerabilities and provide data analysis to assist in incident resolution. Performs complex troubleshooting, fault isolation, root cause analysis, and incident management supporting IP networks and network hardware, ethernet, switches, routers, digital signaling, circuits, and related items/equipment.

Resolves outages by isolating programs and escalating to appropriate technical personnel. Notify users and vendors of change management, issues, outages, and remediation status. Respond to Tier 1 Level and limited Tier 2 Level Service Desk requests for technical support from state users. Prioritize incidents in accordance with agency business requirements, OCIO policies and operational impact. Document all actions in accordance with standard policies and procedures.

Create and maintain reports on usage of bandwidth, utilization of servers, uptime/downtime, and other crucial elements. Perform basic systems testing and operational tasks which may include installation of patches, network connectivity testing, script execution, etc. Develop and document standard operating procedures for use by Network Operations Center staff including development of processes to ensure consistent execution of repeatable tasks.

Minimum Qualifications: Associate degree in computer science, information technology, or relevant field. Three years experience working in a Service Desk or Network Operations Center with networking equipment and protocols environments. Experience may be substituted for education on year-for-year basis.

Other: Regular and reliable attendance is required.

Work Shift: Tuesday - Saturday 10:00pm-6:00am

Knowledge of: IT network design, planning, and analysis; server operating systems and network devices; network monitoring systems and cyber security; business continuity and technology recovery principles and processes. ITIL Service Management and Change Management. Lean Six Sigma.

Skill in: diagnosing and resolving complex network switching and routing issues; using network monitoring and management tools in a large‑scale environment; troubleshooting infrastructure problems/risks.

Ability to: troubleshoot with capture tools and network protocol analysis; define and create process documentation; communicate technical concepts to non‑technical employees; manage and prioritize multiple incidents with potentially competing priorities; effectively communicate over the phone, via…