Network Operator

Full-Time | Benefits Eligible | Starting Salary: $38,409

WVNET is seeking a customer-focused and technically skilled Network Operator to provide Tier I technical support and operational monitoring for WVNET’s statewide technology services. As a first point of contact for customers, you will help resolve technical issues, monitor critical systems, support enterprise applications, and coordinate with technical teams to maintain reliable services across West Virginia.

WVNET customers include K–12 schools, higher education institutions, libraries, state and local government agencies, and nonprofit organizations throughout the state.

• Serve as a primary Tier I contact for customers seeking assistance with network, application, email, account, connectivity, and hosted-service issues.
• Monitor support tickets, email, telephone requests, system dashboards, automated alerts, and network management tools.
• Troubleshoot and resolve routine technical issues, including password resets, account maintenance, email configuration, user access, and connectivity concerns.
• Document incidents and service requests, provide timely customer updates, and elevate complex or unresolved issues to Tier II support.
• Monitor statewide technology services for outages, alarms, performance concerns, and other operational issues.
• Initiate established incident-response procedures and notify appropriate technical staff of critical events.
• Provide Tier I support for Brightspace and other WVNET-hosted services.
• Coordinate with Systems Administration, Client Services, Telecommunications, and other technical teams to support timely issue resolution.
• Create and maintain technical documentation, standard operating procedures, and knowledge-base resources.
• Participate in training and recommend improvements to support processes, documentation, and customer service.

The ideal candidate is:

• Customer-focused, professional, and committed to providing responsive technical support.
• Skilled at troubleshooting technical issues and communicating solutions clearly to both technical and non-technical users.
• Knowledgeable in computer hardware, software, modern operating systems, and fundamental networking concepts.
• Familiar with technologies such as TCP/IP, DNS, DHCP, VPN connectivity, authentication services, and Microsoft 365.
• Organized and able to prioritize multiple service requests while maintaining accuracy and meeting service expectations.
• Comfortable working independently, exercising sound judgment, and collaborating with technical teams.
• Adaptable and eager to learn new technologies, software platforms, and operational procedures.
• An effective verbal and written communicator with strong customer-service and telephone skills.

This position supports WVNET’s 24/7 operations and requires availability to work evening, overnight, weekend, and holiday shifts. Network Operators are designated as essential personnel and may be required to report during declared emergencies and other continuity-of-operations events. Candidates must reside within commuting distance of Morgantown.

• Education:
  
  Associate’s degree in any field with at least 15 semester credit hours in Computer Science, Information Technology, or a closely related discipline.
• Experience:
  
  Two years of experience in information technology help desk, technical support, network operations, or customer support; or an equivalent combination of education, training, and relevant experience.

Preference may be given to candidates with experience in:

• A Network Operations Center (NOC), IT Help Desk, or Service Desk environment.
• Microsoft 365, Exchange Online, or Active Directory.
• Brightspace or another Learning Management System.
• IT Service Management (ITSM) or ticketing platforms.

At WVNET, you’ll become part of a mission-driven organization dedicated to advancing education and technology throughout West Virginia. Your work will directly impact students, colleges, universities, and workforce partners across the state.

Starting annual salary: $38,409 plus…