Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

Network Operations 

Network Operations Analysts monitor and maintain the company's network systems; track performance, availability, capacity, and status; help identify and resolve network failures; assist in collection of data.

• Monitor the availability and capacity of Information Technology assets, infrastructure, services, and applications
• Identify and analyze requests for IT services and infrastructure related to networks, voice, video, applications, and IT facilities; collect details and determine impact
• Serve as incident liaison for IT services with infrastructure related to networks, voice, applications, and IT facilities
• Communicate with infrastructure teams to work through incidents and major incidents, monitor progress of resolution, and update affected community through various communication channels of remediation status
• Use troubleshooting tools to assist with analyzing problems and service disruptions; document steps and findings; escalate to appropriate IT teams as needed
• Communicate and document information with Service Desk, Incident Manager, Change Manager, IT leadership and other IT service stakeholders based on procedures
• Assist with IT facilities access and reporting, mainframe operations, and reviewing changes to enterprise IT Infrastructure
• Initiate change records for building utility shutdowns, server and voice systems maintenance, upgrades, etc.
• Coordinate vendor activities for break/fix incidents, maintenance, building access, etc.
• Complete and assist with the routing of end-user/departmental requests related to IT services based on documented procedures
• Assist customers and provide excellent customer service by promoting a customer-first culture

Level:

– Intermediate Professional

Base Description:

– Completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates ability to perform intermediate tasks in defined skill areas. Demonstrates intermediate knowledge of internal procedures. Works under general supervision, performing assignments that may be varied and sometimes difficult. Supports team decisions and follows through with team responsibilities. Interprets and communicates information clearly and accurately. Demonstrates intermediate problem–solving skills.

Supervisory Responsibilities:

– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers

Fiscal Responsibilities:

– May validate and pay invoices

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– Applies knowledge of larger unit goals, priorities, and related procedures in determining course of action

Independence of Action:

– Work is generally monitored by supervisor
– Detailed instructions and procedures are generally provided
– Uses available guidelines to make appropriate adaptations to routine situations and refers other situations to supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences
– Collaborates closely with team members
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials intended for distribution

• Comp Grade – 8
• Minimum – $51,000.00
• MidPoint – $62,500.00
• Maximum – $74,000.00