NETWORK OPS & SECURITY CENTER SPECIALIST-ADVANCED - 07152025-69423

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF FINANCE & ADMINISTRATION, STRATEGIC TECHNOLOGY SOLUTIONS DIVISION, RUTHERFORD COUNTY

This position is designed as Hybrid.

This position requires CJIS & FTI fingerprints. This position also requires a criminal background check. Therefore, you may be required to provide information about your criminal history to be considered for this position.

Qualifications

Education and Experience: Bachelor's degree and three years of experience in server maintenance and network troubleshooting. Up to four years of relevant experience may substitute for education. An associate's degree in a related field may also substitute.

Overview

Under general supervision, this role provides advanced technical support for enterprise networks, systems, and services. It involves handling complex issues, leading technical teams, coordinating vendor support, and driving quality assurance to ensure optimal system performance and customer satisfaction. This role is pivotal within the NOSC Specialist series, representing the working level where advanced technical expertise and leadership are paramount. The primary responsibilities include expertly troubleshooting complex technical issues, ensuring seamless operations, and delivering exceptional customer service. Advanced specialists at this level are expected to handle intricate problems with proficiency, serving as key contributors to the team and maintaining high network integrity. Moreover, this role involves managing more intricate issues and taking on leadership capacities to guide and mentor junior team members. The ability to coordinate vendor support and drive quality assurance is crucial, ensuring optimal system performance and customer satisfaction. Advanced specialists are also responsible for leading technical teams, fostering a collaborative environment, and strategically proposing preventive actions to enhance system reliability. This role demands a high level of dedication, technical acumen, and the ability to adapt to evolving technological advancements. This class differs from the Network Operations & Security Center Specialist-Intermediate in that an incumbent of the later provides support by troubleshooting basic level issues on networks, servers, voice and data networks, and specific products or services as required.

Responsibilities

1. Provide, 24x7x365, second-level technical resolution on hardware, software, and network issues, ensuring minimal downtime and optimal performance.
2. Lead monitoring and escalation efforts to manage enterprise alerts and outages, maintaining the highest level of network integrity.
3. Document solutions meticulously and publish comprehensive resolution guides in ITSM, contributing to a robust knowledge base.
4. Identify trends across systems and strategically propose preventive actions to enhance system reliability.
5. Support QA efforts by tracking and auditing incidents and resolutions, ensuring continuous improvement in service delivery.
6. Coordinate seamlessly with vendors and internal staff to resolve complex incidents, leveraging cross-functional expertise.
7. Lead team learning and training initiatives to enhance technical capability and stay ahead of technological advancements.
8. 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. Cyber Security
2. Artificial Intelligence
3. Telecommunications
4. Production and Processing
5. Networking Technology

Skills:
1. Judgment and Decision Making
2. Active Learning and Listening
3. Coordination
4. Time Management
5. Service Orientation

Abilities:
1. Deductive Reasoning
2. Information Ordering
3. Inductive Reasoning
4. Problem Sensitivity
5. Visualization

Tools & Equipment

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