Edtech.com's Summary

The Pennsylvania State University is hiring a Network Systems Specialist. The role involves monitoring and troubleshooting network issues to maintain system reliability, coordinating incident responses, managing change requests, and collaborating with various IT teams to support daily operations and ensure effective communication with customers.

Highlights

Monitor availability, performance, and capacity of IT services and infrastructure to maintain uptime.
Analyze system events and alerts across networks, voice, video, applications, and infrastructure.
Use ServiceNow for documentation and incident escalation.
Serve as Incident Manager during critical outages and manage change requests per ITIL processes.
Coordinate vendor support for maintenance and issue resolution.
Process IT service and facility access requests, ensuring accurate documentation and customer support.
Collaborate with Service Desk, Change Management, IT leadership, and infrastructure teams.
Familiarity preferred with IT Service Management, ServiceNow, Major Incident Response, and ITIL best practices.
Requires an Associate Degree or equivalent experience; no mandatory certifications.
Salary range: $49,188.00 - $71,340.00 with competitive benefits including medical, dental, vision, retirement plans, paid time off, and a 75% tuition discount.

Network Systems Specialist Full Description

APPLICATION INSTRUCTIONS:

CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.
CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.
If you are NOT a current employee or student, please click "Apply" and complete the application process for external applicants.

Approval of remote and hybrid work is not guaranteed regardless of work location. For additional information on remote work at Penn State, see Notice to Out of State Applicants.

POSITION SPECIFICS

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

3rd shift 11:00pm - 7:00am.
The primary location for the role is State College PA, at the University Park campus. This position has a hybrid work modality option, with a mix of in-person and remote work and will require regular weekly work on campus. 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 to maintain system reliability and uptime.
Analyzed system events and alerts across network, voice, video, application, and infrastructure environments to identify issues, assess impact, and initiate appropriate response.
Utilized monitoring and troubleshooting tools to investigate service disruptions, document findings in ServiceNow, and escalate incidents to appropriate technical teams.
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 ensure timely resolution of operational issues.
Processed and routed IT service requests, facility access requests, and departmental operational requests while maintaining accurate documentation 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 will demonstrate strength across several of the following areas:

Experience working in teams to support IT infrastructure. The ability to demonstrate knowledge 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.
Possess the ability to work through complex, and often unstructured problems to provide solutions.
Familiarity with IT Service Management best 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 solving skills and strong attention to detail are required.

MINIMUM EDUCATION, WORK EXPERIENCE & REQUIRED CERTIFICATIONSAssociate DegreeNo prior relevant work experience required; previous relevant work experience accepted in lieu of

education.Required Certifications:None

BACKGROUND CHECKS/CLEARANCESEmployment with the University will require successful completion of background check(s) in accordance with University policies.

Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.

SALARY & BENEFITSThe salary range for this position, including all possible grades, is $49,188.00 - $71,340.00.

Salary Structure - Information on Penn State's salary structure

Penn State provides a competitive benefits package for full-time employees designed to support both personal and professional well-being. In addition to comprehensive medical, dental, and vision coverage, employees enjoy robust retirement plans and substantial paid time off which includes holidays, vacation and sick time. One of the standout benefits is the generous 75% tuition discount, available to employees as well as eligible spouses and children. For more detailed information, please visit our Benefits Page.

CAMPUS SECURITY CRIME STATISTICS

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here.

EEO IS THE LAW

Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.Penn State is committed to and accountable for advancing equity, respect, and belonging. We embrace individual uniqueness, as well as a culture of belonging that supports equity initiatives, leverages the educational and institutional benefits of inclusion in society, and provides opportunities for engagement intended to help all members of the community thrive. We value belonging as a core strength and an essential element of the university's teaching, research, and service mission.

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Original Job Description