Job Details

Network Operations Support Technician (1st Shift)

This is a full-performance level role involving applied and developmental technical work in data systems monitoring and maintenance.

The technician will be responsible for monitoring and maintaining LAN/WAN networks, which include point-to-point, wireless, campus, VPN, and agency host computer configurations across statewide multi-complex networks for both voice and data circuits.

• Monitor network alarms, alerts, and faults; respond promptly to ensure service reliability and availability.
• Maintain and update ServiceNow records including incidents, requests, problems, configuration items, change requests, and resolution details.
• Analyze Data Network using reports from network management systems, databases, and spreadsheets to identify and address equipment or service issues.
• Initiate trouble reports and corrective procedures to involve appropriate maintenance or technical support personnel.
• Participate in shift work, including weekends and holidays, as part of a 24/7 operational support team.

• Minimum 1 year of experience with LAN/WAN maintenance and support.
• Minimum 1 year of call center or service desk experience.
• Strong customer service skills.
• Experience or knowledge of voice and data circuits, including troubleshooting and research.
• Familiarity with incident ticketing systems such as ServiceNow or Remedy.

• At least 1 year of systems analysis or service desk experience.

• High School Diploma or GED.
• CompTIA Network+ Certification.