Network Operator

West Virginia Network (WVNET); Morgantown, Northern (WV, KY); Hybrid; USD 35,000 - 42,000; Full time

Benefits offered by this job

Health, dental, vision, and hearing

Health Savings Accounts (HSA)

Flexible Spending Accounts (FSA)

Retirement investment and pension

Life insurance

Disability benefits

Vacation and sick leave

Paid holidays

Professional development

Leave Transfer Benefit

Job summary

West Virginia Network for Educational Telecomputing (WVNET) is seeking a Network Operator to provide Tier I technical support and monitor statewide services from Morgantown, WV. You will be the first contact for customers and coordinate with technical teams to maintain reliable services.

Responsibilities include troubleshooting common issues, documenting tickets, and assisting with Brightspace and WVNET-hosted applications.

Qualifications

• Associate’s degree with at least 15 semester credit hours in Computer Science, Information Technology, or a closely related discipline.
• Two years of experience in IT help desk, technical support, network operations, or customer support; or an equivalent combination of education, training, and relevant experience.

Responsibilities

• Serve as primary Tier I contact for network, application, email, account, connectivity, and hosted-service issues.
• Monitor tickets, email, calls, dashboards, alerts, and management tools.
• Troubleshoot routine issues including password resets, account maintenance, and email configuration.
• Document incidents and service requests, provide updates, and escalate when needed.
• Monitor statewide services for outages and performance issues; initiate incident response.
• Provide Tier I support for Brightspace and WVNET-hosted services.
• Coordinate with Systems Administration and other teams to resolve issues.
• Create and maintain technical documentation and SOPs.
• Participate in training and suggest improvements to processes.

Skills

Customer service

Troubleshooting

Networking basics

Microsoft 365

Communication

Independent work

Education

Associate’s degree with CS/IT coursework

Tools

Brightspace

ITSM / ticketing systems

Job description

Full-Time | Benefits Eligible | Starting Salary: $38,409

WVNET is seeking a customer-focused and technically skilled Network Operator to provide Tier I technical support and operational monitoring for WVNET’s statewide technology services. As a first point of contact for customers, you will help resolve technical issues, monitor critical systems, support enterprise applications, and coordinate with technical teams to maintain reliable services across West Virginia.

WVNET customers include K-12 schools, higher education institutions, libraries, state and local government agencies, and nonprofit organizations throughout the state.

What You’ll Do

• Serve as a primary Tier I contact for customers seeking assistance with network, application, email, account, connectivity, and hosted-service issues.
• Monitor support tickets, email, telephone requests, system dashboards, automated alerts, and network management tools.
• Troubleshoot and resolve routine technical issues, including password resets, account maintenance, email configuration, user access, and connectivity concerns.
• Document incidents and service requests, provide timely customer updates, and escalated complex or unresolved issues to Tier II support.
• Monitor statewide technology services for outages, alarms, performance concerns, and other operational issues.
• Initiate established incident-response procedures and notify appropriate technical staff of critical events.
• Provide Tier I support for Brightspace and other WVNET-hosted services.
• Coordinate with Systems Administration, Client Services, Telecommunications, and other technical teams to support timely issue resolution.
• Create and maintain technical documentation, standard operating procedures, and knowledge-base resources.
• Participate in training and recommend improvements to support processes, documentation, and customer service.

Work Schedule and Essential Personnel Requirements

This position supports WVNET’s 24/7 operations and requires availability to work evening, overnight, weekend, and holiday shifts. Network Operators are designated as essential personnel and may be required to report during declared emergencies and other continuity-of-operations events. Candidates must reside within commuting distance of Morgantow

What We’re Looking For

• Customer-focused, professional, and committed to providing responsive technical support.
• Skilled at troubleshooting technical issues and communicating solutions clearly to both technical and non-technical users.
• Knowledgeable in computer hardware, software, modern operating systems, and fundamental networking concepts.
• Familiar with technologies such as TCP/IP, DNS, DHCP, VPN connectivity, authentication services, and Microsoft 365.
• Organized and able to prioritize multiple service requests while maintaining accuracy and meeting service expectations.
• Comfortable working independently, exercising sound judgment, and collaborating with technical teams.
• Adaptable and eager to learn new technologies, software platforms, and operational procedures.
• An effective verbal and written communicator with strong customer-service and telephone skills.

Minimum Qualifications

• Associate’s degree in any field with at least 15 semester credit hours in Computer Science, Information Technology, or a closely related discipline.
• Two years of experience in information technology help desk, technical support, network operations, or customer support; or an equivalent combination of education, training, and relevant experience.

Preference may be given to candidates with experience in:

• A Network Operations Center (NOC), IT Help Desk, or Service Desk environment.
• Microsoft 365, Exchange Online, or Active Directory.
• Brightspace or another Learning Management System.
• IT Service Management (ITSM) or ticketing platforms.

*To be considered for an interview, your resume must clearly outline details of your relevant experience.

Why Join WVNET?

At WVNET, you’ll become part of a mission-driven organization dedicated to advancing education and technology throughout West Virginia. Your work will directly impact students, colleges, universities, and workforce partners across the state.

Starting annual salary: $38,409 plus opportunities for overtime; with a comprehensive State of West Virginia benefits package, including:

• Health, dental, vision, and hearing insurance
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Retirement investment and pension options
• Life insurance coverage
• Short-term and long-term disability benefits
• Generous vacation and sick leave
• Paid state and federal holidays
• Professional development and training opportunities
• State Employee Leave Transfer Benefit: New hires who have worked for another West Virginia state agency within the past 12 months may be eligible to transfer accrued sick leave and up to 112.5 hours of annual leave.

Equal Opportunity Employer

The West Virginia Network for Educational Telecomputing (WVNET) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other status protected by law. WVNET is committed to maintaining a respectful, inclusive, and collaborative workplace.