Network Operations Analyst

Planet Technologies, the Nation’s leading Microsoft services provider to the public sector, is looking for a highly motivated individual to join our growing team as Network Operations Analyst. In this role, you will be supporting impactful projects that make a difference for our country.

The Network Operations Analyst will work in a 24x7x365 environment with cybersecurity personnel, have strong interpersonal skills and 3-years of related experience in a Classified environment. They will be a customer point of contact for hardware and software technical issue resolution, so communication skills are key, as well as a focus on resolving problems. They must have NIST 800-801 compliance as well as experience with NICE Framework.

Duties, Tasks & Responsibilties

• The candidate will be part of a Service Desk / Network Operations team working in a 24x7x365 environment. The position requires interaction with cybersecurity personnel at customer sites, various levels of management, and outside agencies. Position can include up to 10% travel, local and nationwide. Applicant must be a positive, flexible, self-starter requiring minimal supervision, and able to excel in a fast-paced environment. Communication skills are critical with the ability to verbalize and provide documentation to both technical and non-technical audiences. Applicants must be detail-oriented and have the ability to multi-task effectively.

• This position requires shift work (Day, Swing, or Graveyard) based on 24x7x365 operations.

• This position requires work on a classified network and must therefore be in the office for a minimum of four days per week.

• Support the current reporting of weekly and monthly enterprise metrics.

• Follow up on technical issues with Operations engineering team and all stakeholders in resolution process.

• Support accurate updates of service tickets and tracking problems to resolution.

• Maintain enterprise customer point of contact information.

• Provide initial remote troubleshooting, analysis, and triage of reported events.

• Act as both an external and internal facing point of contact to facilitate handling of problem reports and escalate technical issues and communicate network status.

• Support software and hardware issues and ensure stable system performance.

• Observe industry best practices, standards, and procedures.

• Support maintenance and monitoring of the system/server infrastructure to include patching, system upgrade, backup, and configuration.

• Tracking and documenting daily work tasks and issues and communicating them with the rest of the team.

• Receive and document subscriber site security incident reports and communicate to appropriate parties.

• Assist in account management for internal users and external subscriber organizations.

• Perform certification and professional development training to remain current on technologies and to improve skill sets and efficiency.

• Update management on operational and staffing issues.

• This position may require shift work.

• Develop and maintain workflows and standard operating procedures for the Service Desk / Network Operations Center.

Required Experience, Education, Skills & Technologies

• Bachelor’s degree in computer science, Information Technology or related engineering discipline; Four (4) years of computer/IT work experience may be substituted for a degree.
• Strong problem solving and root cause analysis skills.
• Minimum of three (3) years' IT-related work experience.
• Full time on-site work in a government or customer facility supporting a 24x7x365 environment.
• Travel required up to 10%.
• Customer service focus, and strong interface/communication skills.
• Ability to ask relevant questions of customers and engineers in support of problem resolution.
• Ability to work independently with little supervision.
• Ability to follow procedures and work instructions to perform tasks.
• Identify process gaps and pro-actively improve system inefficiencies.
• Excellent written and verbal communication skills.
• Ability to support shift work.
• Compliance with NIST 800-181, NICE Framework, Revision 1, 11/10/2020 within 12 months.
• #CJ