The Network Analyst is responsible for supporting the deployment and maintenance of customer premises equipment (CPE) and ensuring reliable fiber connectivity for residential and business customers. This role involves direct interaction with customers, troubleshooting network issues, and collaborating with internal teams to deliver high-quality service. Secondarily, this role is also responsible for the support and operational functionality of the primary District Enterprise networks including ethernet or fiber network, wireless networks, and Storage Area Network (SAN) systems. The ideal candidate should have excellent customer service skills and feel comfortable employing these skills in an office environment.

Essential Functions:

Coordinate and assist with RSP service requests for fiber service disconnects, reconnects, and Fiber Line Extensions associated with the configuration and provisioning of CPE devices (e.g., NIDs)
Troubleshoot fiber connectivity issues remotely, assisting CNS Fiber Technicians or RSP Technicians to ensure timely resolution
Monitor fiber network performance and escalate issues as needed to the Broadband Network Administrator or CNS Fiber Technicians
Provide technical support and guidance to fiber customers regarding fiber services and equipment
Collaborate with CNS Fiber Technicians to ensure accurate fiber service activation
Participate in testing and validation of new fiber technologies and tools
Design and implement ethernet, wireless, and SAN systems to achieve the District's strategic goals
Troubleshoot network or wireless connectivity issues relating to the District's Enterprise network systems
Monitor the District's ethernet, wireless, and SAN systems for performance
Collaborate with IT Department staff, Department Managers, and Directors developing connectivity solutions for projects and efficient operations
Maintain accurate records of installations, service calls, customer interactions, and Helpdesk tickets
Performs on-premises and remote troubleshooting through experienced diagnostic techniques
Identify problems and guide clients through corrective steps
Write knowledge base articles and maintain documentation to improve client references
A self-starter with the ability to work independently requiring little supervision

Other Duties:

Must work directly or indirectly with District customers on a regular, ongoing basis. Must provide a high level of professional, prompt, efficient, accurate, courteous, and reliable service in such a manner as to reflect favorably on the District and to ensure high quality service to District customers.
Understand and demonstrate a commitment to the P. U. D.'s mission, vision, core values, and strategic plan
Adhere to all safety policies and procedures. Promote a safe work environment for all employees, contractors, and customers, in order to ensure a reliable workforce and an educated community
Be respectful of all employees and customers, listening to their requests and understanding their needs
Act as a responsible steward of public assets and trust. Foster open and honest communications, listen, and understand other perspectives
Foster teamwork and promote unity of the District and its departments
Remain current with information and industry technology and apply training and experience to real world problems
Ensure adequate cross training within the department for critical tasks and processes
Perform other duties as assigned

Requirements

Education, Experience, & Training Required

Associate's or Bachelor's degree in Information Technology, Telecommunications, or related field (or equivalent experience)
3+ years of experience in fiber network support and CPE configuration
Strong understanding of fiber optic technologies, GPON/Active Ethernet, and Layer 2/3 networking
Experience with CPE devices from vendors such as Zhone/DZS, Nokia, Calix, Adtran, or Ubiquiti is a plus
Experience with Aruba network, wireless, and storage devices
Experience with NetApp and PureStorage SAN equipment
Strong knowledge of IPv4/IPv6, DHCP, NAT, and VLANs
Understanding of routing using static routes, or routing protocols such as BGP or MPLS
Understanding of SAN systems architecture, functionality, and operation including LUN configurations, iSCSI or Fiber Channel communications, and storage provisioning concepts
Familiarity with network monitoring tools and ticketing systems
Proficient in the use of Microsoft Office applications, such as Word and Excel, including OneDrive and Teams
Excellent communication and problem-solving skills
Ability to work independently and manage multiple tasks in a fast-paced environment
Strong problem-solving capabilities
Excellent customer service skills
Ability to communicate in a professional manner
Above-average phone skills
High focus on quality and customer satisfaction
Certifications such as CompTIA Network+, Cisco CCNA, or FOA CFOT are desirable

Other Requirements

Valid driver license
Post-offer background check

Physical Requirements

Frequent use of a computer and exposure to terminal screens
Frequent repetitive hand/wrist motions and finger manipulation
Frequently handle material of moderate weight, up to 15 pounds and occasionally 35-40 pounds.
There is occasional exposure to hazards or risk of injury that are primarily protected against or predictable
Typically requires use of one of more senses of medium intensity and long duration
Under regular pressure to meet deadlines, perform tasks with a high degree of accuracy, process a large volume of work and resolve issues related to business needs of the District

Benefits

The District offers a competitive benefits package that includes medical, dental, vision, FSA for medical and/or dependent care, VEBA, a variety of life insurance and AD&D options, deferred compensation (401(a) and 403(b)), Washington State PERS, short- and long-term disability and a generous personal leave bank.

This position is non-exempt (hourly) within grade 8: entry $34.76 | target $42.57 | premium $50.38. Actual rate is based on qualifications and experience.

Pend Oreille County Public Utility District

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Network Analyst