NETWORK SPECIALIST

Job Description

Position Purpose:

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem\-solving skills, and dedication to building stronger minds and a healthier world. UW is Committed to attracting and retaining a diverse staff, your experiences, perspectives, and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

UWIT is the central IT organization for the University of Washington, providing critical technology support to all three campuses, UW medical centers, and global research operations. UWIT collaborates with University partners to advance teaching, learning, innovation, and discovery at the UW.

This position exists to provide first\-line, ITIL\-aligned Network Operations Center (NOC) support for the University’s enterprise network services. The NS8 NOC Analyst monitors network events, restores service during incidents, fulfills standard network service requests, and escalates complex issues to engineering and other resolver groups. The role supports the unit’s overall operations by ensuring consistent day\-to\-day operational coverage (9–5, M–F), maintaining accurate ITSM records/communications, and participating in a rotating on\-call function to help sustain service availability beyond business hours.

Position Complexities:

The most demanding aspects of the position include quickly assessing and prioritizing multiple simultaneous alerts/incidents, determining service impact with incomplete information, and coordinating timely escalation while maintaining clear customer communications. The role requires disciplined adherence to ITIL practices (event vs. incident vs. request), change controls, and documentation standards while troubleshooting Cisco and Juniper environments under time pressure. Additional complexity comes from balancing hybrid work expectations with operational needs, executing repeatable procedures precisely, and supporting after\-hours restoration activities during on\-call rotations.

Position Responsibilities:

1\) Event Management \& Monitoring (35%)

• Monitor network health using approved monitoring/observability platforms (alerts, dashboards, syslog/SNMP/telemetry).
• Perform event correlation and initial impact assessment; distinguish events from incidents and service requests using defined criteria.
• Acknowledge, categorize, prioritize, and document events; trigger incident records when service impact is suspected/confirmed.
• Maintain situational awareness during active events and ensure timely handoffs between shifts.

2\) Incident Management (30%)

• Serve as first\-line responder for network incidents; restore service as quickly as possible following runbooks/standard operating procedures.
• Perform initial diagnosis on Cisco and Juniper devices (interface status/errors, VLAN/trunk checks, routing adjacency checks, log review, reachability tests).
• Escalate to Network Engineering/Security/Telecom/vendors per escalation matrix; provide clear technical notes, timestamps, and collected evidence.
• Provide customer\-facing status updates and maintain incident records through resolution and closure, including restoration validation.

3\) Request Fulfillment (Service Requests) \& Standard Changes (15%)

• Process network\-related service requests (e.g., port activations, VLAN assignments, access changes) according to catalog/work instructions.
• Execute pre\-approved standard changes using templates and peer\-reviewed procedures; ensure required approvals/records are in place.
• Validate outcomes, update documentation/CMDB fields as directed, and close requests with complete work notes.

4\) Problem Management Support (10%)

• Identify recurring incidents and trends; flag candidates for problem records and contribute supporting data (logs, timelines, symptoms, affected services).
• Participate in post\-incident activities (incident review inputs, known error documentation, workaround capture).
• Suggest monitoring/runbook improvements to reduce repeat incidents and improve mean time to restore service.

5\) Configuration Management (CMDB/Asset) \& Knowledge Management (5%)

• Maintain accurate device/service records as assigned (inventory attributes, location, ownership, support group, maintenance windows).
• Create and update knowledge articles/runbooks (troubleshooting steps, escalation paths, standard change procedures).
• Ensure documentation reflects current operational practice and supports consistent service delivery.

6\) Communication, Stakeholder Coordination \& Continual Improvement (5%)

• Coordinate with internal teams during incidents/changes; ensure timely, consistent communications using approved channels.
• Participate in shift handoffs and continual improvement activities (metrics review, process feedback, training).

Minimum Qualifications:

• Bachelor’s Degree in Computer Science \& Engineering (CSE), Information Systems, Informatics, Electrical \& Computer Engineering (ECE) or a related field or experience.
• Minimum 1 year experience (professional, internship, student, or lab) performing network operations tasks aligned to structured processes (ticketing, runbooks, escalation).
• Hands\-on exposure to Cisco and Juniper devices: ability to navigate CLI, collect “show” outputs, interpret interface counters, and support basic troubleshooting.
• Understanding of core networking concepts: TCP/IP, subnetting, VLANs/trunking, STP basics, routing fundamentals (OSPF/BGP concepts), DNS/DHCP concepts.
• Experience supporting Incident Management behaviors: prioritization by impact/urgency, clear documentation, timely escalation, and restoration validation.
• Experience working in a service\-oriented environment with customer communications and adherence to defined procedures.

Working Environmental Conditions:

• Work is performed in a NOC/office and remote environment with extended periods at a computer workstation monitoring multiple systems.
• Schedule: 1st shift, 9:00am–5:00pm, Monday–Friday.
• Hybrid work: expected to be on\-site two (2\) days per week; remaining days may be remote, based on operational requirements.
• Rotating on\-call: participation in a rotating on\-call schedule is required to support after\-hours incident response and service restoration per defined response expectations.
• Work includes time\-sensitive incident response requiring sustained attention, accurate recordkeeping in the ITSM tool, and frequent coordination with resolver groups.
• Occasional on\-site presence outside normal hours may be required for major incidents, approved changes, or coordination with other teams.

operational requirements.

• Rotating on\-call: participation in a rotating on\-call schedule is required to support after\-hours incident response and service restoration per defined response expectations.
• Work includes time\-sensitive incident response requiring sustained attention, accurate recordkeeping in the ITSM tool, and frequent coordination with resolver groups.
• Occasional on\-site presence outside normal hours may be required for major incidents, approved changes, or coordination with other teams.

Other Comments:

• This is an entry\-level (NS8\) NOC role focused on consistent execution of ITIL\-aligned operational practices: Event Management, Incident Management, Service Request Management, Change Enablement (standard changes), and support for Problem Management.
• The role emphasizes restoring service quickly and safely, maintaining high\-quality ticket documentation, and following established runbooks/escalation paths.
• The position is hybrid (two days/week on\-site) and includes a rotating on\-call responsibility.
• Success in the role requires strong customer service, clear written communication, attention to detail, and the ability to remain calm and methodical during outages.
• A satisfactory outcome from a criminal history verification may be required prior to hire.

Compensation, Benefits and Position Details

Pay Range Minimum:

$76,788\.00 annual

Pay Range Maximum:

$108,000\.00 annual

Other Compensation:

*

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits\-for\-uw\-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full\-Time Equivalent):

100\.00%

Union/Bargaining Unit:

Not Applicable

About the UW

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem\-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81 .

To request disability accommodation in the application process, contact the Disability Services Office at 206\-543\-6450 or dso@uw.edu .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .