Network Operations Technician

ESSENTIAL JOB DUTIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties, absent an undue hardship on GLBHC.

• Network Monitoring and Incident Response (25%):
  • Monitor network performance, availability, and capacity using approved tools.
  • Respond to alerts and incidents; triage, troubleshoot, and restore LAN, WAN, Wi-Fi, and VPN services within established procedures.
  • Identify and document root causes and contributing factors; implement corrective actions or escape as needed.
  • Maintain accurate tickets, timelines, and stakeholder communication during outages; participate in on-call response as scheduled.
  • Participate in post-incident reviews and track follow-up actions to completion.
• Network Operations and Connectivity Support (20%):
  • Support LAN, WAN, and Wi-Fi connectivity for clinical and business operations across all sites.
  • Provide operational support for Cisco switching and routing, including port activation, VLAN changes, basic routing, and interface troubleshooting.
  • Support Meraki wireless and switching operations, including SSID changes, access point health checks, RF troubleshooting, and dashboard diagnostics.
  • Coordinate with ISP and telecom providers on circuit troubleshooting, outages, and turn-ups; validate restoration and document outcomes.
  • Support Fortinet remote access services and collaborate with security staff on access policies and troubleshooting.
• Network Configuration, Documentation, and Backups (15%):
  • Maintain network diagrams, circuit inventory, IP and VLAN records, and related equipment documentation.
  • Maintain and verify device configuration backups; support backup and restore activities as needed.
  • Follow standard templates and naming conventions for configurations and documentation.
  • Complete pre-checks, validation, and rollback planning for network changes under change control.
  • Ensure documentation and configuration handling meets security, privacy, and HIPAA requirements.
• Network Security Operations Support (10%):
  • Assist with security system operations, including user connectivity troubleshooting, log review, and policy impact verification.
  • Support network segmentation and access controls, including VLANs and ACLs, to protect clinical systems and sensitive data.
  • Coordinate with the security team on vulnerability remediation and response activities affecting network infrastructure.
  • Review assigned logs and alerts; elevate suspicious activity according to incident response procedures.
  • Follow least privilege and change control requirements for all network changes.
• Change Management and Scheduled Maintenance (10%):
  • Execute approved network changes during maintenance windows following change control.
  • Support scheduled firmware and OS upgrades; perform pre-change validation and post-change verification.
  • Assist with device staging, deployment, replacement, and decommissioning.
  • Coordinate planned outages and communicate maintenance impacts to customers and IT stakeholders.
  • Operational Tools and Automation (10%):
    • Use monitoring and ticketing tools to support daily operations and service delivery.
    • Use management tools to support network operations.
    • Maintain assigned device inventories and configuration repositories.
    • Create and maintain simple automation, such as scripts for log collection, inventory validation, or configuration checks, as appropriate.
    • Identify recurring issues and propose operational improvements.
  • Documentation and Reporting (10%):
    • Maintain network standards, procedures, and knowledge base documentation.
    • Complete support tickets and document troubleshooting steps, remediation actions, and outcomes.
    • Prepare reports on network health, availability, recurring incidents, and maintenance activities as assigned.
    • Maintain knowledge base articles for common connectivity issues and standard service requests.
    • Support audit and compliance requests by providing required documentation and evidence.
  • Collaboration and Vendor/Carrier Coordination (5%):
    • Coordinate with IT Technical Support and site staff to resolve network incidents and service requests.
    • Work with network and security team members to implement changes and maintain standards.
    • Coordinate with vendors and carriers on troubleshooting, RMA replacements, and circuit activations.
    • Participate in IT projects involving site expansions, technology refreshes, and network improvements.

  MARGINAL JOB DUTIES

  • Perform occasional in-house publishing of complex forms and procedures for documentation.
  • All other responsibilities as…