Network Operations Center Analyst Associate

Arizona State University • Tempe, AZ

8d • Hybrid

About The Position

Provides routine IT services to end users in order to support the mission of the institution through technology. Uses enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprises, and updates documented processes. ASU is the largest state university and has for the last 6 years in a row been recognized by US News and World Report as the most innovative university. Enterprise Technology Office (ET) is looking for dynamic individuals to join our Operations Center Service Team. This position is critical to the success of Arizona State University. It works in a fast-paced 24X7 operations center environment working as a part of a team to monitor the operation of critical systems and services located in the ASU private and public cloud. Beyond ASU’s digital assets, the Operations Center Service Team also monitors alerts, events, and incidents across ASU IT operations. In the event of a major incident, this position acts as a major incident commander which serves as the coordinating entity between technical teams, communications teams and leadership. This position requires active participation in the ASU change management process, reviewing changes for conflict, monitoring change windows, ensuring proper post change reports are complete and reporting any incidents caused by changes. As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Requirements

• Associate's degree and one (1) year of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
• At least 1 year of experience in an IT support or desktop/endpoint support role.
• Ability to follow escalation protocols and service-level agreements (SLAs) in a structured operations setting.
• Strong written and verbal communication skills, including participation in incident communications and post-incident reporting.
• Demonstrated commitment to fostering a values-led, inclusive, and psychologically safe team culture; supports sustainability and institutional initiatives.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.
• Applicants must be eligible to work in the United States.
• This position may require driving. Employee must possess a valid US Driver’s license of the appropriate class and required endorsements throughout employment.

Nice To Haves

• Familiarity with ITIL practices and change management processes.
• Experience working in a NOC, SOC, or other 24x7 operational support environment.
• Knowledge of ServiceNow or similar enterprise ITSM platforms.
• Exposure to monitoring and alerting systems such as LogicMonitor, DataDog, or Nagios.
• Basic understanding of network protocols and infrastructure (e.g., TCP/IP, DNS, DHCP, SNMP, VLANs, VPN); experience with Cisco or Juniper platforms is a plus.
• Experience supporting environmental and power monitoring systems in enterprise environments.

Responsibilities

• Serves as a front line member of the Operations Center, providing 24/7 situational awareness of ASU’s critical systems and coordinating incident response and performance monitoring.
• Participates in an on-call rotation and may act as Incident Commander during major events.
• Monitors systems, applications, network infrastructure, and cloud services for outages or degradation, and assists in troubleshooting and resolution efforts.
• Supports batch job monitoring.
• Maintains clear communication with stakeholders.
• Collaborates with teams such as Network Engineering and Field Services to escalate and resolve incidents.
• Oversees service desk functions, including incident management, service requests, and change coordination.
• Delivers timely updates and high-quality customer support.
• Generates both automated and ad-hoc service reports.
• Contributes to documentation, including SOPs and incident records.
• Fosters culture, advances values, and champions engagement in all its forms – collaborating across teams as well as participating in ET/ASU events and programs.
• Leverages AI in routine tasks and contributes ideas for using AI to improve the unit’s efficiency and overall performance.
• Fosters a positive culture, upholding organizational values, and championing engagement in all its forms.
• Collaborates across teams and actively participates in ET/ASU events and programs.

Benefits

• World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.
• Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree