Network Operations

Description

Jobs in this family are accountable for the monitoring of systems and completion of production requirements.

Typical functions

The functions within this job family will vary by level, but may include the following:

  • Monitor, schedule, and troubleshoot production runs using high volume print equipment.
  • Provide afterhours client support.
  • Monitor information technology systems to identify errors and take corrective actions.

The work assigned to positions in this series ranges from printing of secure items and monitoring information technology systems to managing multiple shifts of employees performing network operations and/or printing functions.

Associate Network Operations Technician

Network operations roles at this level are accountable for operating high volume print equipment producing secure items such as letters, checks, W-2 forms, and vehicle titles. Employees participate in training to gain knowledge of procedure, processes and computer equipment/peripherals. Communicates with customers by phone and e-mail while tracking and monitoring systems to ensure continuous operation of information technology systems and services.

Knowledge, skills & abilities

Knowledge and understanding of office automation and office systems operating environments. Ability to learn technical aspects of information technology systems. Ability to follow technical instructions.

Typical qualifications

High School diploma or equivalent and 0-3 years of relevant experience. (Substitutions may be allowed.)

Pay grade
IT1

Network Operations Technician

Network operations roles at this level are accountable for assisting senior staff and/or working with a team to monitor computer equipment/systems, respond to service requests, incidents and problems, and categorize/escalate issues as needed. Reviews configuration information in databases and technical diagrams. Communicates with customers and assists customers by phone and e-mail issues, outages and remediation status. Assists with afterhours client support performing basic troubleshooting, such as unlocking and resetting user accounts. Duties also include documenting incidents, maintaining computer records and production reports.

Knowledge, skills & abilities

In addition to those identified in the previous level: Knowledge of methods and procedures used in a network environment. Ability to interpret error messages and take appropriate action. Ability to interpret and apply policies, procedures, and technical manuals. Ability to communicate with customers and staff, and provide technical information in easy-to-understand terms.

Typical qualifications

Associates Degree and 1-3 years of relevant experience. (Substitutions may be allowed.)

Pay grade
IT3

Senior Network Operations Technician

Network operations roles at this level serve as an Assistant Supervisor. Responsible for monitoring information technology systems, triaging incidents/problems, and escalating issues as needed. Provides afterhours client support performing basic troubleshooting. Duties also include documenting incidents, and maintaining computer records and production reports. Assists in developing and maintaining operating procedures and processes, and training of staff.

Knowledge, skills & abilities

In addition to those identified in the previous level: Skill in problem solving. Ability to assist in developing technical skills, mentoring, and coaching of staff.

Typical qualifications

Associates Degree and 2-5 years of relevant experience. (Substitutions may be allowed.)

Pay grade
IT4

Network Operations Supervisor

Supervisory positions at this level are accountable for overseeing the printing of secure items, monitoring and maintaining information technology systems, and providing after hours client support.  Ensures responses are provided to all service requests, incidents/issues, and outages. Analyzes abends and take correction action. Typically, serves as a shift supervisor directing a small staff. Participates with the development and maintenance of operating procedures and processes. Provides training and mentoring of staff, responsible for performance evaluations, approves leave, and participates in disciplinary decisions and actions.

Knowledge, skills & abilities

In addition to those identified in the previous level: Ability to handle multiple tasks, prioritize, meet critical deadlines, and schedule work. Ability to develop technical skills, mentor, and coach, staff. Ability to communicate with customers, staff, vendors, and management.

Typical qualifications

Bachelor’s degree and 2-6 years of relevant experience. (Substitutions may be allowed.)

Pay grade
IT5

Network Operations Manager

This is a managerial position planning, directing and managing multiple teams and shifts for a 24/7 Network Operations Center. Provides guidance and leadership to staff performing network operation functions. Monitors the performance of network operations making sure incidents and problems are addressed timely and efficiently. Ensures proper computer and network security procedures are in place and enforced. Interacts and maintains relations with stakeholders and vendors. Responsible for assisting the State Data Center or other designated manager with strategic planning and direction.

Knowledge, skills & abilities

In addition to those identified in the previous levels: Skill in communicating with client and staff. Ability to collaborate with information technology staff, vendors, and management. Ability to develop/recommend standards, policies, and procedures. Ability to manage multiple teams and shifts.

Typical qualifications

Bachelor’s degree and 5-6 years of relevant experience. (Substitutions may be allowed.)

Pay grade
IT7