Network Operations Analyst

Planet Technologies - Las Vegas, NV

Full-time - Mid Level

Las Vegas, NV

Professional, Scientific, and Technical Services

About the position

The Network Operations Analyst at Planet Technologies plays a crucial role in supporting impactful projects within a 24x7x365 environment. This position involves working closely with cybersecurity personnel and serving as a primary point of contact for technical issue resolution related to hardware and software. The analyst will be responsible for maintaining communication with various stakeholders, ensuring compliance with NIST standards, and providing excellent customer service while managing multiple tasks effectively.

Responsibilities

• Support the current reporting of weekly and monthly enterprise metrics.
• Follow up on technical issues with the Operations engineering team and all stakeholders in the resolution process.
• Support accurate updates of service tickets and track 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.
• Track and document daily work tasks and issues and communicate 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.
• Develop and maintain workflows and standard operating procedures for the Service Desk / Network Operations Center.

Requirements

• 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.
• Minimum of three (3) years' IT-related work experience.
• Strong problem solving and root cause analysis skills.
• Full time on-site work in a government or customer facility supporting a 24x7x365 environment.
• 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 NICE 800-181, NICE Framework, Revision 1, 11/10/2020 within 12 months.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling options