NETWORK OPERATIONS & SECURITY CENTER SPECIALIST

Overview

This position is within Strategic Technology Solutions, a division in the Department of Finance and Administration. STS provides direction, planning, resources, execution, and coordination in managing the information systems needs of Tennessee's state government. The mission of STS is to deliver business-driven technology solutions and services to support state government in providing value for our citizens.

Summary

This position is part of a team that helps troubleshoot incidents and ensures IT Services are resolved as quickly as possible, minimizing the impact of incidents, and preventing issue from reoccurring.

Key Activities

As part of a team this position facilitates the resolution of issues with enterprise and agency specific hardware, software and applications; to include issues related to firewalls, switches, servers, network, routers, or the Internet, IPT and legacy phones, JVPN, Host on Demand (HOD) and applications.

Utilize disparate data sources to identify common trends and underlying issues across the enterprise. Analyze data to determine if the issue is singular or widespread. Facilitate data collection, analysis and reporting.

Stay current on technology and services supported by the NOSC to be able to provide exceptional customer service. Seek ways to expand and maintain working knowledge of all agency and enterprise systems, applications, systems, and technologies.

Skills

Technical knowledge

The NOSC Specialist must understand technical issues impacting on the delivery of IT Services. Working knowledge of networks, servers, storage, cloud services, and applications is needed. They are not expected to be a technical expert on every issue.

Problem-solving skills

Must have Critical-thinking and root-cause-analysis skills. The ability to be able to step back, look at issues logically, apply intuition and know who must be engaged to resolve the issue.

Data analysis and statistics

Must have an analytical mind. They will spend a considerable amount of effort understanding incidents, reviewing reports, and analyzing data to understand the cause and effect of different situations.