Network Operations Center Student

University of Kansas•Lawrence, KS

5d•Onsite

About The Position

This position is in the Network Operations Center (NOC) which is open 24 hours, 7 days a week. Candidate hired will be trained to handle processes during planned and unplanned staff absences. The anticipated start date for this position may be negotiable upon request. Routine work schedule: Saturday and Sunday 8-4, with an additional 4-hour shift during week. This is an onsite position. NOTE: Routine work schedule will vary at times in order to provide support where needed on all 3 shifts and different days of the week. Advance notice will be given and class schedules are always considered.

Requirements

Must be in good academic standing.
One year previous experience in IT - related customer service, as evidenced by application materials.
Excellent customer service skills, as evidenced by application materials.
Available to work during the summer months and most holidays and breaks, as evidenced by application materials.
During the semester term of the appointment, the student hourly must be enrolled in no fewer than 6 credit hours.
For summer periods the student hourly must: (1) have been enrolled in no less than 6 hours in the past spring semester or (2) be pre-enrolled in the upcoming fall semester in no less than 6 hours or (3) be enrolled in summer session or (4) be admitted to study in the upcoming fall semester.
Student Hourlies may be undergraduate or graduate students.
Student employees are not eligible for remote work arrangements unless an exception is approved by the unit leadership and HR.
This is an hourly/non-exempt position.
A student employee cannot hold an hourly/non-exempt position and a salaried/exempt graduate or undergraduate position (GRA/GTA/GA/RUA/RGA) concurrently.
The individual is expected to work up to 15 - 20 hours per week, with a preference for availability during the summer months and most academic breaks.

Responsibilities

Monitor system consoles, campus network, data center servers, and security monitors.
Ongoing real-time monitoring of systems, infrastructure, and security across campus and remote sites.
Assist full-time staff in problem detection, reporting & resolution (including environmental issues and events).
Supporting troubleshooting efforts and responding to data center or facility-related incidents.
Assist full-time staff in monitoring, problem reporting and quality assurance of nightly production processing.
Ensuring overnight jobs run correctly and issues are reported promptly.
Handling incoming calls, routing requests, and serving as an initial point of contact.
Respond to systems and service monitor information and initiate recovery or resolution.
Taking action on alerts, outages, or abnormal conditions to restore service or escalate appropriately.
Document problems in ticketing system.
Logging incidents, updates, resolutions, and maintaining accurate records.
Assist full-time staff on Data Center floor.
Physical presence and hands-on assistance with equipment, media, or operational tasks.
Participation in special projects, documentation updates, or improvement initiatives.