Network Systems Specialist - Site Operations

Site Operations, a vital unit within Penn State IT Infrastructure, is seeking a Network Systems Specialists to work within its Operation Center. This position is required to monitor and troubleshoot network problems and performance, to maintain reliability and prevent issues, to keep customers informed of service changes, outages, or discontinuation, and to maintain documentation of departmental processes, procedures, plans for preventative maintenance, and disaster recovery.

WORK SCHEDULE AND LOCATION

• 2nd shift 3pm - 11pm .  

• The primary location for the role is State College PA, at the University Park campus.  This position has a hybrid work modalityoption, with a mix of in-person and remote work and will require regular weekly work oncampus.Questions related to work schedules should be directed to the hiring manager during the interview process.

CORE RESPONSIBILITIES

• Monitored the availability, performance, and capacity of enterprise IT services and infrastructure tomaintainsystem reliability and uptime. 

• Analyzedsystem events and alerts across network, voice, video, application, and infrastructure environments toidentifyissues, assess impact, andinitiateappropriate response. 

• Utilized monitoring and troubleshooting tools to investigate service disruptions, document findings in ServiceNow, and escalate incidents toappropriate technicalteams. 

• Coordinated incident response by triaging issues based on severity and SLA requirements, serving as Incident Manager and Major Incident Manager during critical outages. 

• Created and managed change requests for planned maintenance, infrastructure upgrades, server maintenance, voice systems, and facility utility shutdowns following ITIL change management processes. 

• Coordinated vendor support for break/fix incidents, scheduled maintenance, and facility access to ensuretimelyresolution of operational issues. 

• Processed and routed IT service requests, facility access requests, and departmental operational requests whilemaintainingaccuratedocumentation and providing excellent customer support. 

• Collaborated with Service Desk, Change Management, IT leadership, and cross-functional infrastructure teams to communicate operational status, coordinate service restoration, and support daily IT operations.

QUALIFICATIONS

Qualified candidates willdemonstratestrength across several of the following areas:

• Experience working in teams to support IT infrastructure.The abilitytodemonstrateknowledge of IT infrastructure monitoring systems, enterprise networks, networked systems, and IT facilities.

• Familiarity with IT Service Management, ServiceNow, and Major Incident Response processes are a plus.

• Possessthe ability to work through complex, and often unstructured problems to provide solutions.  

• Familiarity with IT ServiceManagementbest practices and the ability to apply them to the University’s environment is preferred.

• Basic analyzing/diagnosing skills, excellent communication and documentation skills, a teamwork and customer service approach, problem solvingskillsand strong attention to detail arerequired.