NETWORK OPERATIONS & SECURITY CENTER SPECIALIST-INTERMEDIATE - 02252025-65722

Job Information

LOCATION OF (2) POSITION(S) TO BE FILLED: DEPARTMENT OF FINANCE AND ADMINISTRATION, CUSTOMER CARE CENTER, RUTHERFORD COUNTY

Work Title: Network Operations & Security Center Specialist-Intermediate

This position requires CJIS & FTI fingerprints.
This position also requires a criminal background check. Therefore, you may be required to provide information about your criminal history to be considered for this position.

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree and two years of experience in performing server maintenance and network troubleshooting in a multi-platform environment.

Substitution of Experience for Education: Qualifying full-time experience in the following areas may substitute for the required education on a year-for-year basis to a maximum of four years: performing server maintenance and network troubleshooting in a multi-platform environment; there being no substitution for the required specialized experience.

OR

Substitution of a Specific Associate's Degree for the Required Bachelor's Degree: Graduation from an accredited college or university with an associate's degree in management information systems, computer and information systems, computer servicing technologies, or other related field from an accredited college or university may substitute for the required bachelor's degree.

Necessary Special Qualifications: Applicants for this class must:

1. Complete a criminal history disclosure form in a manner approved by the appointing authority.
2. Agree to release all records involving their criminal history to the appointing authority.
3. Supply a fingerprint sample in a manner prescribed by the TBI for a fingerprint based criminal history records check.

Examination Method: Education and Experience, 100% for Preferred Service positions.

Overview

Summary: Under general supervision, provides support for voice and data networks, servers and specific products or services as required.

Distinguishing Features: This is the working level classification in the Network Operations & Security Center Specialist series. An employee in this classification provides support by troubleshooting basic issues on voice and data networks, servers, and specific products or services as required. This class differs from the Network Operations and Security Center Specialist-Advanced in that an incumbent of the latter handles more advanced level issues and acts as a liaison between customers and internal support staff at an advanced/lead level to support customers with network, computer software and hardware needs.

Responsibilities

1. Identifies problems with enterprise and agency specific hardware, software and applications to provide thorough problem resolution: gather information from the provisioning server and production server; verify customer data and provision accounts; resolve issues related to firewalls, switches, servers, network, routers, or the Internet; troubleshoot and provides basic support on IPT and legacy phones, JVPN, Host on Demand (HOD) and Citrix accounts; use remote access tools when applicable to resolve customer issues; exercise independent judgment to resolve or route incidents and requests beyond skill level to upper tier.

2. Learns to monitor, review and escalate enterprise alerts to maintain security and usability of voice and data networks and systems, servers, web and network outages: review and escalate alerts to detect complex viruses or suspicious activity and submit blocks and unblocks as necessary; monitor the traffic, content and usability of State and departmental websites; share pertinent information with the Customer Care Center and NOSC teams during times of major incidents in order to alert the team for improved response time; communicate pertinent information with affected employees statewide.

3. Documents, resolves, or escalates applicable issues at the time of contact into the IT Service Management system (ITSM) to maintain a thorough database for use in problem resolution and training: document all contact with end users, internal support staff or vendors; communicate with support staff after incident resolution to develop troubleshooting procedures and suggest changes or additions to the appropriate problem or knowledge database; provide status and progress reports to supervisors.

4. Utilizes the ITSM system to identify common trends and underlying problems across the enterprise: analyze network documentation to determine if the problem is singular or widespread; research problems and use troubleshooting skills for resolution.

5. Provides timely communication and documentation to end users and support staff on incidents and requests to ensure proper resolution: obtain customer verification of incident resolution and task completion and document that work has been completed.

6. Learns to escalate issues to upper level staff that require coordination between customers and internal support staff or vendors to assure accurate problem resolution: monitor and submit issues regarding legacy phone issues to local phone vendors or network connectivity issues to the appropriate service provider; follow up at defined intervals with all parties until the problem has been resolved; monitor and adhere to service level agreements.

7. Learns to stay current on all products and services supported by the NOSC to be able to provide exceptional customer service: complete required training and seek ways to expand and maintain working knowledge of all agency and enterprise desktop systems, applications, network, IPT and legacy phone systems, and other supported products, services, systems or technologies; attend and learn to provide technical and process training on specific products and services to end users and support staff.

Competencies (KSA's)

Competencies:

1. Customer Focus

2. Functional/Technical Competency

3. Learning on the Fly

4. Problem Solving

5. Technical Learning

6. Time Management

7. Listening

8. Approachability

9. Peer Relationships

10. Self-Development

Knowledge:

1. Customer and Personal Service

2. Computers and Electronics

3. Telecommunications

4. Production and Processing

5. Engineering and Technology?

Skills:

1. Judgment and Decision Making

2. Active Listening

3. Coordination

4. Service Orientation

5. Time Management

6. Critical Thinking

7. Complex Problem Solving

8. Social Perceptiveness

9. Troubleshooting

Abilities:

1. Deductive Reasoning

2. Information Ordering

3. Problem Sensitivity

4. Inductive Reasoning

5. Response Orientation

6. Visualization

Tools & Equipment

1. Computer
2. Telephone
3. Printer