Senior Operator

About the role

Join the team responsible for supporting the reliable operation of NC State University’s technology services. As a Senior Operator, you will provide comprehensive operational support for campus IT services on a 24×7×365 basis by monitoring critical systems, coordinating incident response, and delivering responsive technical support. Your work helps ensure the continuity of essential technology services by supporting desktop operations, critical infrastructure, and campus-wide incident management.

Responsibilities

• Monitor batch processing systems, network infrastructure, and critical campus facilities to proactively identify, document, and respond to operational issues.
• Cook up after-hours incident response by dispatching support to critical facilities and campus locations, communicating with customers, and escalating complex issues in accordance with established procedures.
• Document and manage incidents and service requests within ServiceNow, utilizing established templates and knowledge resources to ensure accurate tracking and timely resolution.
• Promote a high level of customer service by striving for first-contact resolution whenever possible while providing clear communication throughout the incident lifecycle.
• Support NOC operational activities, including cable patching, equipment deployment and retrieval, and assist in maintaining accurate network inventory.
• Follow standard operating procedures and assist with critical incident response efforts to support the reliable operation of campus technology services.

Requirements

• High school or General Educational Development (GED) diploma and six months of experience in the field or work related to the position; or an equivalent combination of education and experience.
• Equivalent coursework in computer operations or information technology from a technical school or community college may be substituted for the required experience.
• Experience in enterprise computer operations or a similar technical operations environment.
• Experience with job stream schedulers, batch processing systems, or other enterprise operations software.
• Experience using an IT service management or incident tracking system, such as ServiceNow.
• Experience supporting critical incident response in a 24×7 operational environment while collaborating with cross-functional technical teams.

Qualifications

• Minimum Experience/Education: High school or GED diploma and six months of experience in the field or work related to the position; or an equivalent combination of education and experience.
• Preferred Qualifications: Experience in enterprise computer operations or a similar technical operations environment; experience with job stream schedulers, batch processing systems, or other enterprise operations software; experience using an IT service management or incident tracking system, such as ServiceNow; experience supporting critical incident response in a 24×7 operational environment while collaborating with cross-functional technical teams.

Skills

Enjoy working in a fast-paced technical operations environment, solving problems, supporting mission-critical technology services, and providing outstanding customer service.

Benefits

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone. What we offer: Medical, Dental, and Vision; Flexible Spending Account; Retirement Programs; Disability Plans; Life Insurance; Accident Plan; Paid Time Off and Other Leave Programs; 12 Holidays Each Year; Tuition and Academic Assistance; and so much more!

Pay

$50,000 - $52,000

Schedule

Rotating schedule, 24/7