What are the responsibilities and job description for the Network Operations Technician position at Great Lakes Bay Health Centers?
Essential Job Duties
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties, absent an undue hardship on GLBHC.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties, absent an undue hardship on GLBHC.
- Network Monitoring and Incident Response (25%):
- Monitor network performance, availability, and capacity using approved tools.
- Respond to alerts and incidents; triage, troubleshoot, and restore LAN, WAN, Wi-Fi, and VPN services within established procedures.
- Identify and document root causes and contributing factors; implement corrective actions or escalate as needed.
- Maintain accurate tickets, timelines, and stakeholder communication during outages; participate in on-call response as scheduled.
- Participate in post-incident reviews and track follow-up actions to completion.
- Network Operations and Connectivity Support (20%):
- Support LAN, WAN, and Wi-Fi connectivity for clinical and business operations across all sites.
- Provide operational support for Cisco switching and routing, including port activation, VLAN changes, basic routing, and interface troubleshooting.
- Support Meraki wireless and switching operations, including SSID changes, access point health checks, RF troubleshooting, and dashboard diagnostics.
- Coordinate with ISP and telecom providers on circuit troubleshooting, outages, and turn-ups; validate restoration and document outcomes.
- Support Fortinet remote access services and collaborate with security staff on access policies and troubleshooting.
- Network Configuration, Documentation, and Backups (15%):
- Maintain network diagrams, circuit inventory, IP and VLAN records, and related equipment documentation.
- Maintain and verify device configuration backups; support backup and restore activities as needed.
- Follow standard templates and naming conventions for configurations and documentation.
- Complete pre-checks, validation, and rollback planning for network changes under change control.
- Ensure documentation and configuration handling meets security, privacy, and HIPAA requirements.
- Network Security Operations Support (10%):
- Assist with security system operations, including user connectivity troubleshooting, log review, and policy impact verification.
- Support network segmentation and access controls, including VLANs and ACLs, to protect clinical systems and sensitive data.
- Coordinate with the security team on vulnerability remediation and response activities affecting network infrastructure.
- Review assigned logs and alerts; escalate suspicious activity according to incident response procedures.
- Follow least privilege and change control requirements for all network changes.
- Change Management and Scheduled Maintenance (10%):
- Execute approved network changes during maintenance windows following change control.
- Support scheduled firmware and OS upgrades; perform pre-change validation and post-change verification.
- Assist with device staging, deployment, replacement, and decommissioning.
- Coordinate planned outages and communicate maintenance impacts to customers and IT stakeholders.
- Operational Tools and Automation (10%):
- Use monitoring and ticketing tools to support daily operations and service delivery.
- Use management tools to support network operations.
- Maintain assigned device inventories and configuration repositories.
- Create and maintain simple automation, such as scripts for log collection, inventory validation, or configuration checks, as appropriate.
- Identify recurring issues and propose operational improvements.
- Documentation and Reporting (10%):
- Maintain network standards, procedures, and knowledge base documentation.
- Complete support tickets and document troubleshooting steps, remediation actions, and outcomes.
- Prepare reports on network health, availability, recurring incidents, and maintenance activities as assigned.
- Maintain knowledge base articles for common connectivity issues and standard service requests.
- Support audit and compliance requests by providing required documentation and evidence.
- Collaboration and Vendor/Carrier Coordination (5%):
- Coordinate with IT Technical Support and site staff to resolve network incidents and service requests.
- Work with network and security team members to implement changes and maintain standards.
- Coordinate with vendors and carriers on troubleshooting, RMA replacements, and circuit activations.
- Participate in IT projects involving site expansions, technology refreshes, and network improvements.
- Perform occasional in-house publishing of complex forms and procedures for documentation.
- All other responsibilities as assigned.
- Education: High school diploma or equivalent required. Associate’s degree in Information Technology, Network Administration, Cybersecurity, or related field preferred.
- Licensure: Relevant certifications such as Cisco CCNA (or equivalent) preferred. Fortinet certifications (e.g., NSE/FCP or equivalent) and Meraki platform experience/certification preferred.
- Experience: Two to four years of experience in network operations, network support, or systems and network administration preferred. Demonstrated experience supporting switches, wireless networks, and WAN circuits in a multi-site environment required. Experience with network monitoring tools, ticketing systems, and change management processes required. Healthcare IT experience preferred.
- Skills: Strong knowledge of TCP/IP, subnetting, VLANs, switching, routing, Wi-Fi, DHCP, DNS, VPN, security system fundamentals, and core network security principles. Firsthand experience supporting Cisco switching and routing, security system and VPN services, and cloud-managed wireless networks, including monitoring, troubleshooting, log review, and configuration changes. Ability to troubleshoot network issues using common tools and to maintain diagrams, IP plans, inventories, backups, and change management documentation. Basic PowerShell or Python skills are necessary. Understanding of HIPAA security and healthcare compliance requirements required.
- Interpersonal Skills: Strong organizational, project management, and analytical skills, with diligence and accuracy. Effective written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical stakeholders. Ability to work independently, manage multiple priorities, collaborate effectively across IT teams, and maintain a customer-focused, proactive approach to problem-solving and continuous improvement.
- Physical Effort: Must be able to sit, stand, and or walk for an entire workday. Must be able to lift, carry, push, pull, climb step stools or ladders, and or twist while holding up to 50 lbs. often. May also work in network closets, server rooms, and above-ceiling or under-desk spaces when supporting connectivity.
- Hours of Work: Full-time with schedule flexibility as needed. May work evenings or weekends for maintenance, upgrades, or outages and participate in on-call support. Reliable transportation and consistent attendance are required. Limited hybrid work may be considered based on duties, operational needs, and approval.
- Travel: Regular local travel between Great Lakes Bay Health Center sites is required, typically using a company vehicle. Occasional local travel between sites may require use of a personal vehicle, with reimbursement in accordance with corporate policy. Attendance at vendor training and professional development events may also be required.