Network Engineer II

Madison, United States

Under the general supervision ofthe IT Solutions Center Section (ITSC) Supervisor this position uses aproactive, process-oriented, customer focused approach, and assists in growing the use of technology throughout the agency. This position is responsible for providing support to ETF staff with direction, answers, and resolutions to afull range of telecommunications and collaboration solutions.

This position is responsible for the technical and business analysis oftelecommunication services utilized by ETF including network and server hardware, software, and services. This responsibility includes working withBITS leadership and other agency leaders in ETF and the Department of Enterprise Technology (DET) to provide consistent, coordinated services, and ensuring high quality services for all telecommunications functions. In addition, this position assists in coordination of service provisioning and infrastructure hosting from DET, to ensure ETF is following infrastructure best practices and procedures, technical troubleshooting to resolve system issues with project and business teams across the agency and integrate business needswith IT systems and development, technical solutions, upgrades, and infrastructurechanges.

This position is instrumentalto the proper integration of telecom related services, hardware and software for the ETF Call Center and is a direct technical liaison between theirmanagement staff and the various vendors that provide critical services forCall Center operations.

This position supports user experience, actively engages in the technology lifecycle process, and provides high-level service operation skills. The user experience duties consist of providing innovation and research of technologies, follow through of technologyintegration (training/use of technology), and expertise to support strategic and business unit initiatives, as related to telecommunications and technicalcollaboration tools. The high-level service operation activities include providing and maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillment processes and procedures.

This role uses insight and analysis of service support functions and service tickets to assist the IT Solution Center to a more proactive and mature environment.

This position provides technical assistance in the support, preparation, and implementation of telecommunications and collaboration tools and accompanying desktopsupported services, customer systems, and hardware tools. This position will partner with technology and business experts, the Office of Enterprise Initiatives, ETF business analysts, and end users to plan, and coordinate IT’send-user service delivery efforts. This position is a liaison between business users and technical staff to facilitate solutions to problems.

The incumbentproactively develops business user how-to instructions, training, and serviceportals.