Network Operations Center Analyst

Salary Range

The starting salary range for this position is $30.62 - $38.27 per hour (based on qualifications). With tenure and strong performance in this role an employee may earn up to a maximum of $45.92 per hour.

Introductory Period:
New employees holding regular positions must complete an introductory period of twelve months.

• Zero cost employer funded medical, dental, and vision healthcare benefits, access to the employee assistance program, and a VEBA health reimbursement account.
• Washington state retirement PERS participation and optional 457 plan participation with an employer matching 401(a) plan.
• Leave, life & disability benefits including paid leave starting at 21 days per calendar year up to 35 with tenure, 12 paid holidays per calendar year, paid jury duty, short-term disability & long-term disability, and basic life, AD&D, and optional voluntary life.
• Work life benefits include optional flexible spending accounts for healthcare and dependent care, educational assistance, various rewards and recognition programs and position specific stipends.
• Additional benefits information can be viewed helanpudbenefits.org.

Network Operations Center Analyst

The Network Operations Center (NOC) Analyst serves as the primary tier 1 and 2 operational support resource for the District's fiber and telecommunications network. This position is responsible for network monitoring, incident response, service provisioning, troubleshooting, outage coordination, and operational support activities that help ensure the reliability, availability, and performance of the District's Fiber-to-the-Home (FTTH) and telecommunications services. The NOC Analyst serves as the initial point of operational support for service issues received from Retail Service Providers (RSPs), field personnel, customer service representatives, and internal technical teams.

The position performs initial diagnostics and troubleshooting, coordinates service restoration activities, assists with service provisioning, and supports day-to-day network operations. Working closely with Fiber Network Administrators, Telecom Engineers, field crews, and customer service personnel, the NOC Analyst gathers information, resolves routine service issues, and escalates complex technical problems in accordance with established procedures. This role contributes to reliable telecommunications services, operational efficiency, and continuous improvement.

Limited after-hours support is required.

• Network Operations Monitoring and Incident Management:
  Monitor network alarms, alerts, operational dashboards, performance metrics, and service queues to identify service disruptions and conditions affecting network performance and reliability. Receive, prioritize, document, and respond to incidents, outages, and service requests. Perform initial troubleshooting, coordinate response activities, and elevate complex service issues to Fiber Network Administrators or Telecom Engineers in accordance with established procedures to support timely service restoration.
• Troubleshooting and Service Restoration:
  Perform troubleshooting of fiber, telecommunications, internet/data and related service issues. Conduct initial diagnostics to identify probable causes, implement established corrective actions, and gather information to support incident resolution. Escalate issues requiring detailed root cause analysis or specialized technical expertise to Fiber Network Administrators or Telecom Engineers in accordance with established procedures. Assist technical staff during outage response and service restoration activities.
• Service Provisioning and Network Operations Support:
  Perform service provisioning, activation, validation, and service modification activities. Support FTTH service delivery platforms, provisioning systems, and operational processes. Assist Fiber Network Administrators and Telecom Engineers with network configuration activities, tower port assignments, maintenance activities, and operational support functions.
• Provider, and Operational Coordination:
  Coordinate service requests, maintenance activities, outage communications, and restoration updates with Retail Service Providers (RSPs), customers, contractors, field personnel, customer service representatives, and technical teams. Provide technical guidance and operational information to stakeholders throughout the incident lifecycle.
• After-Hours Support and Emergency Response:
  Participate in scheduled after-hours support, maintenance activities, outage response, and emergency restoration efforts. Provide operational support during planned maintenance windows, network emergencies, and service interruptions to support network reliability and customer service objectives. Will be required to participate in an on-call rotation and respond to critical incidents outside normal business hours.
• Documentation, Reporting, and Continuous Improvement:
  Maintain operational procedures, network documentation,…