Enterprise Network Analyst

Nelnet•Lincoln, NE

5d•$60,000 - $80,000

About The Position

The Enterprise Network Analyst provides guidance, assistance, coordination, and follow-up on requests, questions, problems, and malfunctions involving systems applications, hardware, or software that support internal and external customers. The role monitors and manages the Enterprise Network team's operational and intake queues during business hours, provides on-call operational support during normal business hours, and manages network monitoring tools. The analyst also looks for opportunities to automate or shift left routine functions and creates or maintains knowledge base articles and supporting documentation for training and job responsibilities. The analyst evaluates, resolves, and tests client issues involving application hardware and software; analyzes requests to identify the appropriate technical team or vendor; and serves as a liaison among technical staff, management, users, and vendors. The role includes timely escalation of suspected major problems, documenting and tracking incidents, coordinating responses, following up on client satisfaction, and translating technical details into business-relevant language.

Requirements

Associate’s degree in Information Science or a related field, or an equivalent combination of education and experience.
Experience in a technical helpdesk scenario or a similar end-user technical support role.
Strong communication and interpersonal skills when working with technical and non-technical clients.
Entry-level understanding of network and security principles.
Entry-level working knowledge of firewalls, including reading rule policies and troubleshooting connectivity issues.
Entry-level working knowledge of network devices such as routers, switches, and access points.

Responsibilities

Monitor and manage operational and intake queues for the Enterprise Network team during business hours.
Provide on-call operational support for the Enterprise Network team during normal business hours.
Manage and monitor network monitoring tools.
Identify opportunities to automate or shift left repeatable or routine functions.
Create or maintain knowledge base articles and supporting documentation for training and job responsibilities.
Interpret, evaluate, resolve, and test client inquiries or issues concerning the functional operation of application hardware and software.
Analyze requests, inquiries, and issues to determine the appropriate technical area or vendor for resolution.
Serve as a liaison among technical staff, management, users, and vendors on service requests, usage, standards, security, and other technical matters.
Alert clients and team members promptly when a major problem is suspected.
Document and track client inquiry and incident status, coordinate appropriate responses, and follow up to ensure client satisfaction.
Translate technical details into business-relevant language.