Network Field Operations Technician

Johns Hopkins Applied Physics Laboratory•Laurel, MD

8d•Onsite

About The Position

We are seeking a Network Field Operations Technician to provide world-class support to our internal and external customers. In this role, you will maintain, test, and resolve physical layer network issues that impact service availability, ensuring timely restoration of connectivity with minimal disruption. Working in a dynamic field environment, you will diagnose copper and fiber optic network infrastructure, perform cable testing and repairs, support network installations and upgrades, and collaborate with engineering teams to maintain a reliable, high-performance communications infrastructure. Success in this position requires technical capability, attention to detail, excellent customer service skills, and a talent for efficiently solving connectivity challenges!

Requirements

Have a high school diploma or equivalent.
Have at least five (5) years of experience installing, testing, and maintaining unshielded twisted pair (UTP), shielded twisted pair (STP), and fiber optic cabling systems and supporting IT infrastructure to ensure optimal performance and reliability.
Demonstrate good interpersonal and customer service skills, with the ability to effectively interact with at all organizational levels using professionalism, tact, and diplomacy.
Have a working knowledge of the Microsoft Windows operating system and Microsoft Office applications, including Word, Excel, and Outlook.
Possess strong written and verbal communication skills.
Can work effectively both independently and as part of a team.
Are able to evaluate priorities, manage multiple tasks, and meet established schedules.
Are a motivated self-starter with solid organizational, analytical, and problem-solving skills.
Hold a valid driver's license and maintain a satisfactory driving record.
Are available to work an on-campus schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m., with the flexibility to provide occasional early morning, evening, or weekend support as required.
Are willing and able to work outdoors, on flat rooftops, and in maintenance vaults or other confined infrastructure spaces when necessary.
Are capable of lifting and carrying equipment weighing 50–75 pounds.
Are able to obtain an Interim Secret security clearance by your start date and ultimately maintain a Secret security clearance. If selected, you will be subject to a U.S. Government security investigation and must meet all eligibility requirements for access to classified information, including U.S. citizenship.

Nice To Haves

Have experience operating Fluke Networks test equipment for copper, fiber optic, and Ethernet/network certification and trouble isolation.
Hold a BICSI Installer or BICSI Technician certification, or possess other recognized low-voltage cabling or telecommunications industry certifications.
Have experience using ServiceNow or similar work order, ticketing, and dispatch management systems.
Possess a solid grasp of the fundamental principles of data communications, network transmission, and physical layer networking technologies.
Have experience installing, terminating, testing, and repairing structured cabling systems in commercial or campus environments.
Are familiar with telecommunications standards and applicable industry installation guidelines.
Can read and interpret telecommunications drawings, floor plans, riser diagrams, and cable records.
Possess solid understanding of fiber optic connector types, splicing methods, optical loss testing, OTDR testing, and records associated with optical fiber systems.
Have experience working on campus network environments where minimizing downtime and providing exceptional customer service are crucial

Responsibilities

Respond to and complete assigned ServiceNow work requests related to network and telephone port activations, moves, adds, changes (MACs), and incident resolution, ensuring timely completion in accordance with established service level objectives.
Fix, test, repair, and restore copper and fiber-optic cabling infrastructure using industry-standard test equipment and diagnostic tools to quickly resolve physical layer network issues.
Install, configure, label, and document network infrastructure hardware, including Ethernet switches, Uninterruptible Power Supplies (UPSs), Power Distribution Units (PDUs), servers, telecommunications equipment, and environmental monitoring devices.
Partner with the Network Engineering team to complete infrastructure projects, including switch replacements, network hardware refreshes, power supply replacements, cabling upgrades, and new technology deployments.
Coordinate and support small and large-scale office relocation efforts by provisioning, documenting, testing, and recovering network and telephone connections while maintaining accurate infrastructure records.
Maintain accurate documentation of network infrastructure, cable labeling, port assignments, and work performed in accordance with organizational standards.
Deliver excellent service by communicating effectively with customers, resolving issues professionally while maintaining a positive experience throughout the support process.
Adhere to safety practices, cabling standards, and policies while performing installations and maintenance work.
Other duties and projects as assigned.