Network Operator-WV Network (WVNET)-Monongalia Co.

State-of-West-Virgini; West Virginia; On-site; USD 35,000 - 42,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Life insurance

Retirement options

Paid holidays

Job summary

WVNET seeks a Network Operator to provide Tier I technical support and operational monitoring for statewide services. You will be the first point of contact for customers, assist with network, email, and hosted-service issues, and coordinate with multiple technical teams to ensure reliable operations across West Virginia.

The role requires strong troubleshooting, clear communication to technical and non-technical users, and the ability to work in a 24/7 environment as essential staff.

Qualifications

• Associate degree with at least 15 CS/IT credit hours.
• 2 years of IT help desk, technical support, network operations, or related experience.
• Willingness to support 24/7 operations and be designated as essential personnel.

Responsibilities

• Serve as primary Tier I contact for network, application, email and connectivity issues.
• Monitor tickets, emails, calls, dashboards, alerts, and network tools.
• Troubleshoot routine issues including password resets and access problems.
• Document incidents and updates; escalate complex cases to Tier II.
• Monitor statewide services for outages and performance; notify staff of critical events.
• Follow incident-response procedures and coordinate with technical teams.
• Provide Tier I support for WVNET-hosted services like Brightspace.
• Collaborate with Systems, Client Services, Telecommunications to resolve issues.
• Create and maintain technical docs and SOPs; contribute to knowledge base.
• Participate in training and propose process improvements.

Skills

Network troubleshooting

Customer service

TCP/IP

DNS

DHCP

VPN connectivity

Microsoft 365

Strong communication

Education

Associate degree in CS/IT

Tools

Brightspace

ITSM software

Ticketing systems

Job description

NETWORK OPERATOR-WV NETWORK (WVNET)-MONONGALIA CO.

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 elevate 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.

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.

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 Morgantown.

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.

Compensation & Benefits

Starting annual salary: $38,409 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.

Minimum Education and Experience

• Education: Associate’s degree in any field with at least 15 semester credit hours in Computer Science, Information Technology, or a closely related discipline.
• Experience: 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.

Preferred Qualifications

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.

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.