Network Support Analyst

Required Work Experience

Network Support Analyst must have completed at least 12 credit hours in a related technical or business field AND 3 years related experience, OR a minimum of 5 years work related experience is required.

Basic understanding of routers, switches and firewalls is required.

Basic understanding of TCP/IP is required.

Basic knowledge of a TCP stack is required.

Candidates should have 3–4 years of experience supporting New York State or local government clients within related technology environments is required

Major Responsibilities

Maintain a knowledge of the customer’s organization and operations.

Utilize this information to assist in resolution of customer’s data communication problems.

Maintain a comprehensive inventory of customers’ premises, network and compute services.

Work with various testing equipment and software for the repair and maintenance of the ITS Network and compute equipment and systems.

Test, diagnose, analyze, and identify troubles in the network and the devices connected thereto.

Identify and trace copper or fiber optic cable and jumpers to identify and resolve network issues.

Monitor various Network and compute environments utilizing existing and new ITS monitoring systems, to include OpenNMS, Zenoss, Cisco prime, IBM Tivoli, Microsoft Systems Center Operations Manager (SCOM) SPLUNK and any toolset in use by ITS.

Keep detailed records and updated logs of work activities.

Interpret ITS practices, diagrams, specifications, drawings and service orders.

Answer telephones, take and record customer trouble calls, refer calls and direct problems to the proper internal or external entity for resolution.

Operate personal computers and other mechanized systems on a daily basis.

Prepare system inputs, analyze system outputs and maintain and repair various electronic systems.

Carries out all other tasks necessary in the support of management of the network and compute environment and performance of duties related to the operation of the network and compute environment, including but not limited to provisioning, change management and problem resolution as determined by ITS.

Dispatch to ITS locations for the replacement or repair of equipment as required.

Limited travel and overnight stays may be required if applicable.

Responsibilities may vary among departments and/or assignments.