Network Operations Center Technician at State of Nebraska

Posted in Other 7 days ago.

Location: Lincoln, Nebraska

Job Description:

Are you energized by providing customer focused, friendly and top-notch service to a variety of customers? If so, we would like to talk to you about joining or team! The Office of the Chief Information Officer is seeking a Network Operations Center Technician to provide front line customer support, PC hardware and software support, mainframe computer job submission and service monitoring for the statewide network infrastructure to include the proactive monitoring and management of State of Nebraska critical IT Services and infrastructure.

One Technician is needed for first shift. 1st Shift: Thursday - Monday 6:00 a.m. to 2:00 p.m.; off on Tuesday and Wednesday.

Come check out our culture and you'll find that our teams are welcoming, and no two days are the same!

Before we dive into what we need, let us show off what you get!
• Workplace flexibility
• 13 paid holidays
• Vacation and sick leave equating to 24 days your first year, accruing immediately
• Military leave
• 156% (that's not a typo!) 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 (PLSF) 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

At the State, we stand by our core values of treating others with dignity and respect, acting ethically in all situations, and creating an environment where our customer is our top priority. Apply to join our team today!

501 S 14th St, Lincoln, NE
Examples of Work
• Provides comprehensive Tier 1 level service desk support to State users over the telephone, instant messaging and emails
• Manage the phone queue, taking direct support calls from users and document follow-up in Service Portal ticket system
• Accurately log incidents, service and change request using Service Portal
• Escalates complex or unresolved incidents to the correct support group
• Performs password resets on multiple platforms
• Serving as the first point of contact for customers seeking technical assistance over the phone, email, instant messaging, and Service Portal ticket system
• Assist in developing and maintaining policies, procedures and tools
• Provide tape support - mount tapes when prompted; maintains tape archive process and secures tapes
• Performs computer job submission and monitoring - prepares and submits production jobs in a prescribed manner; checks jobs for successful completed ion; report system/job problems or errors to proper authority
• Monitors statewide critical network infrastructures; monitors, detects and reports threats and cybersecurity attacks
• Other duties as assigned within the scope of the classification.
Qualifications / Requirements
REQUIREMENTS: High school diploma or equivalent. One year experience in data center operating environment, performing Service Desk functions or infrastructure support.

OTHER: Regular and reliable attendance.
Knowledge, Skills and Abilities
Knowledge of: IR, SR, and CR (Service Portal) and documentation practices; network monitoring systems and security fundamental; business applications and operating systems; virtual private networks (VPN). Skill in service desk technology; documenting technological problems and actions taken to resolve problems; analyzing information and thinking in a logical manner.

Ability to: resolve user incidents or requests using Service Poral; troubleshoot network connectivity issues; attend to detail; prioritize work and handle multiple tasks simultaneously; consistently follow policies and procedures; perform basic root cause analysis (RCA); learn and keep current with technological advances; perform a variety of monitoring task, often changing assignments on short notice; effectively communicate over the phone, email, instant messaging and in person; investigate security incidents; effectively and consistently provide customer service and satisfaction.

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