Network Operations Analyst

Apex Systems; Harrisburg (Dauphin County); On-site; USD 60,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401K with company match

ESPP

Job summary

Apex Systems is hiring two Network Operations Analysts for a Government Administration client. This role is onsite in Harrisburg, PA on 2nd or 3rd shift, supporting end-user network issues and monitoring critical infrastructure.

You will handle incident management, ticketing in ServiceNow, and collaborate with engineers and vendors to restore services quickly. Strong communication and problem-solving are essential.

Qualifications

• Experience in incident management and ticketing.
• 2+ years in systems administrator, help desk, or call center.
• Ability to support end-users with varying IT skillsets.

Responsibilities

• Answer inbound calls about network issues from Commonwealth employees and vendors.
• Create and escalate ServiceNow tickets for rapid resolution.
• Monitor remote sites and network assets using SolarWinds.
• Provide first-line investigation and escalation of outages.
• Communicate network status after hours and during outages.

Skills

Clear communication

Phone etiquette

End-user support

Troubleshooting

Incident management

Tools

ServiceNow

Ticketing systems

SolarWinds

Job description

Job Description

Apex Systems is hiring for two Network Operations Analysts for one of our Government Administration clients. This role would be onsite in Harrisburg, PA and would either be for 2nd or 3rd shift.

Job # 3052037

Role Description

End-user Support

• Answer inbound phone calls concerning network issues from Commonwealth employees, and LEC/Last User Contract, LUC, vendors.
• Creates and escalates Service Now trouble tickets to Engineers, tier two Commonwealth staff, and/or third-party service providers to ensure the quick resolution of IT/Network issues.
• Works with Engineers, Commonwealth staff and contracted personnel, and/or third-party providers as needed.
• Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
• Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
• Promptly and properly escalation high priority issues.

Monitoring & Maintenance

• Utilize network management tools, such as Solar Winds, to monitor remote sites network and hardware.
• Actively monitors the status of Commonwealth networks and attached network assets using established tools and promptly initiates appropriate actions.
• Responds to outages and system failures using established escalation processes.
• Provide first-line investigation and diagnosis of network incidents, logging all details and prioritization of incidents.
• Escalate afterhours incidents to afterhours staff for resolution.
• Promptly assign unresolved incidents to higher Tier support or providers to coordinate restoration of service and obtain the necessary information for recording/tracking the outage or degradation of service.
• Coordinate with network staff and various vendors to assist with service restoration based on alarm conditions.
• Actively monitors the Service Now ticket queue.
• Monitors appropriate Commonwealth email accounts for any event messages and initiates action as needed.
• Proactively identifies and resolves problems.

Communication

• Acts as the primary network contact for employees and business partners outside of regular business hours.
• Perform Enterprise Incident communications using defined process and approved template.
• Monitors the network hotline during coverage hours.
• Issues network status updates using established procedures.
• Follows quality standards and displays strong customer service skills.

Required Skills

• Ability to be clearly understood and has excellent phone etiquette.
• Ability to support end-users with varying IT skillsets.
• Ability to follow directions, especially when using established operation and knowledgebase documentation, and Commonwealth standard operating procedures.
• Ability to troubleshoot end-user issues and/or elevate as needed to ensure quick resolution.
• Experience with incident management, call tracking, and ticketing software.
• Preferred 2+ years previous systems administrator, help desk, and/or call center experience.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Everforth Apex Benefits Overview

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
• Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach.
• You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.