Network Operations Center Technician

Job Duties

Analyze, triage, and troubleshoot alarms related to network connectivity issues across a wide range of servers, routers, switches, and telecommunication equipment.

Create tickets which categorize incidents based on alert type and severity to initiate response and track activity throughout resolution.

Provide incident response by following written protocols and established communication practices.

Provide comprehensive Service Desk Tier 1 support to state users over the telephone, email, and messaging such as instant messaging.

Manage the phone queue, taking direct support calls from users and document follow-up in the forms of incident or service requests in the ticketing system.

Escalate incident or service requests to appropriate technical personnel when unable to resolve.

Maintain reports on usage of bandwidth, utilization of servers, uptime, and other crucial elements.

Conduct backup and storage activities and follow disaster recovery protocols.

Aid in developing and maintaining Network Operations Center policies, procedures, and tools.

Requirements / Qualifications

• High school diploma or equivalent.
• One year experience in data center operating environment, performing Service Desk functions or infrastructure support.
• Regular and Reliable attendance is required.

Knowledge, Skills and Abilities

• Knowledge of: incident or service request ticketing systems and documentation practices; network monitoring systems and security fundamentals; business application software and operating systems; virtual private networks (VPNs); public agencies, services, and infrastructure.
• ITIL Service Management and Change Management.
• Lean Six Sigma.
• Skill in: Service Desk and networking-based technology; documenting technological problems and actions taken to resolve problems; analyzing information and thinking in a logical manner.
• Ability to: resolve user incidents or service requests through a ticketing system; troubleshoot network connectivity issues; attend to detail; prioritize work and handle multiple tasks simultaneously; consistently follow policies and procedures; perform basic root cause analysis; learn and keep current with technological advances; perform a variety of monitoring tasks, often changing assignments on short notice; effectively communicate over the phone, via email, instant messaging, mass notification and in person; investigate security incidents; effectively and consistently provide customer service and satisfaction.