NETWORK OPS & SECURITY CENTER SPECIALIST-INTERMEDIATE - 09192025-71483

Job Information

LOCATION OF (2) POSITION(S) TO BE FILLED: DEPARTMENT OF FINANCE & ADMINISTRATION, STRATEGIC TECHNOLOGY SOLUTIONS DIVISION, RUTHERFORD COUNTY

Hybrid.

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

CJIS/FTI (finger prints), and Name Base background check.

Qualifications

Education and Experience: Bachelor's degree and two years of experience in server maintenance and network troubleshooting.

Substitution of Experience for Education: Up to four years of qualifying experience may substitute for education.

OR

An associates degree in a related field may also substitute.

Overview

Under general supervision, the Network Operations & Security Center Specialist - Intermediate provides critical support for enterprise voice/data networks, servers, and various IT systems. This role is responsible for expertly resolving standard technical issues, escalating advanced problems, and ensuring reliable service delivery. The specialist plays a pivotal role in maintaining network integrity, optimizing performance, and delivering exceptional customer service. This role represents the working level in the NOSC Specialist series. The primary responsibilities include expertly troubleshooting technical issues and delivering exceptional customer service. Specialists at this level are expected to handle complex problems with proficiency and serve as key contributors to the team, ensuring seamless operations and high network integrity. This class differs from the Network Operations and Security Center Specialist-Advanced in that an incumbent of the latter handles more advanced level issues and acts as a liaison between customers and internal support staff at an advanced/lead level to support customers with network, computer software and hardware needs.

Responsibilities

1. Provide, 24x7x365, technical resolution on hardware, software, and network issues, ensuring minimal downtime and optimal performance.
2. Expertly troubleshoot issues related to firewalls, routers, switches, servers, phones, and network access, ensuring minimal downtime and optimal performance.
3. Proactively monitor enterprise alerts and swiftly escalate security or system incidents to maintain the highest level of network integrity.
4. Meticulously document all incidents and resolutions in the IT Service Management (ITSM) system, contributing to a comprehensive knowledge base.
5. Analyze ITSM data for recurring issues and strategically propose long-term fixes to enhance system reliability.
6. Provide prompt and effective communication, ensuring user satisfaction with every resolution and fostering a positive user experience.
7. Coordinate seamlessly with vendors and internal teams for complex issue resolution, leveraging cross-functional expertise.
8. Maintain current knowledge of supported systems and actively participate in ongoing training to stay ahead of technological advancements.
9. Assist customers promptly and effectively via phone, chat, and email in regard to password-related issues and desktop support, ensuring user satisfaction.

Competencies (KSA's)

Competencies:

1. Customer Focus
2. Manages Complexity
3. Tech Savvy
4. Communicates Effectively
5. Nimble Learning

Knowledges:

1. Customer and Personal Service
2. Artificial Intelligence
3. Telecommunications
4. Production and Processing
5. Computers and Electronics

Skills:

1. Judgment and Decision Making
2. Active Learning and Listening
3. Coordination
4. Time Management
5. Critical Thinking

Abilities:

1. Deductive Reasoning
2. Information Ordering
3. Inductive Reasoning
4. Visualization
5. Prioritization

Tools & Equipment

1. Laptop
2. IPT Telephony
3. Monitoring software
4. SCCM
5. Active Directory