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
Planet Technologies is the leading provider of Microsoft Consulting Services to public sector and commercial organizations. Planet has significant experience in deploying business intelligence, cloud services, unified communications, and systems management with an emphasis building, deploying, and managing custom solutions that transform the business operations of federal government agencies.
Planet Technologies does not discriminate in employment opportunities, terms and conditions of employment, or practices. All qualified applicants will receive consideration for employment without regard to race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, protected veteran status, or any characteristic protected by law. Federal Agency Clearance Requirements may require up to a 10-year background investigation - US Citizenship (clearable) is required.
