Network Analyst II - EHRA

Network Analyst II

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT's mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.

Salary Range: $75,818 - $113,727 The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act. This position may be eligible for hybrid remote work in accordance with state policy and the agency's remote work program but does require weekly onsite work.

Are you ready to take the next step in your career? We currently have an opening for a Network Analyst II! The Network Analyst II is part of the NCDIT Voice Operations team and is responsible for supporting the State's Enterprise IP Telephony environment. The role ensures reliable service delivery through regular communication with agency contacts, resolution of service requests and incidents within established SLAs, and consultation on inbound and outbound calling workflows. The position works closely with other NCDIT Network & Telephony engineering teams and external vendors to plan capacity needs and support moves, adds, and changes. Responsibilities also include provisioning, maintenance, troubleshooting, and repair activities to ensure proper operation of all voice service components.

Key Responsibilities:

• Provide operational support for the State's Enterprise IP Telephony platform.
• Maintain service levels through regular communication with agency stakeholders.
• Resolve service requests, incidents, and technical issues within SLA timeframes.
• Perform system provisioning, configuration, maintenance, troubleshooting, and repair activities.
• Support CUCM, CUC, Cisco Cloud Calling, and Cisco Control Hub administration.
• Collaborate with engineering teams and vendors on capacity planning, system enhancements, and change implementation.
• Participate in a 24/7 on-call rotation to ensure continuous availability of critical voice services.

The NCDIT Voice Operations team is responsible for the delivery, support, and continuous improvement of the State's enterprise voice communications services. The team manages a broad portfolio of technologies including IP telephony call processing, cloud calling solutions, unified messaging, public switched telephone network (PSTN) connectivity, and telephony provisioning and deployment services. Working closely with agency customers, engineering teams, and technology vendors, the unit ensures secure, reliable, and scalable communications solutions that support the business operations of state government.

The following Management Preferences are not required, but applicants that possess these skills are preferred:

• Experience administering and supporting cloud-based calling and communication platforms such as Cisco Cloud Calling, MS Teams Cloud Calling, and InformaCast
• Experience supporting enterprise voice and telecommunication infrastructure and services
• Experience with Layer II and Layer III networking concepts, including TCP/IP, VLANs, routing, switching, and Quality of Service (QoS)

This position requires a fingerprint-based background search. Hires must agree to a fingerprint-based background search prior to being hired.

Minimum Education and Experience: Bachelor's degree in computer science, an IT related field, or related technical degree from an appropriately accredited institution and one year of experience in networking or related area; or Associate degree in computer science, an IT related field, or related technical degree from an appropriately accredited institution and two years of experience in networking or related area; or High School or General Educational Development (GED) diploma and five years of experience in networking or related area; or an equivalent combination of education and experience.

EEO Statement: The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.