Careers

All candidates must be a US Citizen and able to pass a CJIS background check.

Key Responsibilities

• Monitor network and traffic (IoT) devices using a suite of software tools. Handle all service degradation and provide triage to incidents associated with network and traffic (IoT) devices to diagnose and where possible provide first response resolution.
• Hands on experience with Cisco routers and switches and network monitoring platforms such as SolarWinds.

Day to Day Responsibilities

• Take ownership of the incident until the device is returned to operational status.
• Classify and prioritize incidents related to managed devices.
• Meet SLA/ SLO requirements for response, restore and notification time.
• Help troubleshoot and maintain traffic, network, and security tools.
• Maintain complete detail of issues in ticketing system.
• Handle engagements with external vendors and district.
• Handle ACD calls from customers and vendors.
• Handle system generated incidents.
• Maintain documentation and log incident response activities in ITSM ticketing system and provide coordination with other team members to improve monitoring processes.
• Escalate incidents to appropriate personnel for further troubleshooting if unable to resolve.
• Conduct research, analysis, and correlation across a wide variety of all source data sets (indications and warnings).
• Ability to work with provided set policies and implement network and security configurations.

Preferred Experience and Attributes

• 3-5 Years’ experience in IT
• Working experience with Enterprise level ticketing system such as Service Now and an understanding of how to ensure ticket level SLA/SLO compliance.
• Working knowledge of ITL.
• Ability to configure and troubleshoot various Network Platforms including various Firewalls, Routers, Switches Management platforms (SolarWinds), and IoT devices.
• Network certifications (Network +, CCNA) or equivalent knowledge.
• Ability to interpret the information collected by network tools (e.g., Nslookup, Ping, and Traceroute).
• Knowledge of computer networking concepts and protocols, and network security methodologies.
• Knowledge of host/network access control mechanisms (e.g., access control list, capabilities list).
• Knowledge of network protocols such as TCP/IP, Dynamic Host Configuration, Domain Name System (DNS), and directory services.
• Knowledge of network traffic devices.