Network Operations Center Analyst

State of Nebraska•Lincoln, NE

20h•Onsite

About The Position

This is the second level of professional in the Network Operations Center series. Work requires general proficiency in network operations, security and user support and is conducted under limited supervision. Positions may troubleshoot problems that do not follow established patterns, so the cause is not obvious and established protocols do not work. Provides off-hour Tier 1 and some Tier 2 Service Desk support for 24/7 state agencies. Positions carry out defined work procedures and processes, using judgment to select the most appropriate technical guidelines and adapt them to accomplish new and complex tasks. Trains technical staff in standard policies and work processes. Decision-making involves the same pre-determined questions and protocols; however, the complexity of decisions are greater involving program parameters, related protocols from other applications, timelines and personnel impacted by the decision. Judgment is used in escalating problems, contacting vendors or supervisors, communicating outage/remediation and emergency change information to users to maintain positive collaborative relationships, researching and planning various mitigation strategies, and documenting effective measures.

Requirements

Associate’s degree in computer science, information technology, or relevant field.
Two years experience supporting and monitoring network systems or servers in an enterprise environment.
Experience may be substituted for education on a year-for-year basis.
Regular and reliable attendance required.

Nice To Haves

ITIL Service Management and Change Management.
Lean Six Sigma.

Responsibilities

Monitors a wide variety of information and network systems including, but not limited to, telecommunication circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications using diagnostic programs on networks to pinpoint problems and monitor overall network health.
Isolate potential security vulnerabilities and provide data analysis to assist in incident resolution.
Performs complex troubleshooting, fault isolation, root cause analysis, and incident management supporting IP networks and network hardware, ethernet, switches, routers, digital signaling, circuits, and related items/equipment.
Resolves outages by isolating programs and escalating to appropriate technical personnel.
Notify users and vendors of change management, issues, outages, and remediation status.
Respond to Tier 1 Level and limited Tier 2 Level Service Desk requests for technical support from state users.
Prioritize incidents in accordance with agency business requirements, OCIO policies and operational impact.
Document all actions in accordance with standard policies and procedures.
Create and maintain reports on usage of bandwidth, utilization of servers, uptime/downtime, and other crucial elements.
Perform basic systems testing and operational tasks which may include installation of patches, network connectivity testing, script execution, etc.
Develop and document standard operating procedures for use by Network Operations Center staff including development of processes to ensure consistent execution of repeatable tasks.
Other duties as assigned and within the scope of the classification.

Benefits

13 paid holidays
Vacation and sick leave that begin accruing immediately
Military leave
156% state-matched retirement
Tuition reimbursement
Employee assistance program
79% employer paid health insurance plans
Dental and vision insurance plans
Employer-paid $20,000 life insurance policy
Public Service Loan Forgiveness Program (PSLF) through the Federal government
Wide variety and availability of career advancement as the largest and most diverse employer in the State
Opportunity to be part of meaningful work and make a difference through public service
Training and Development based on your career aspirations
Fun, inviting teammates
A safe and secure environment