Network Operations Analyst

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LifeStance Health Values

• Belonging: We cultivate a space where everyone can show up as their authentic self.

• Empathy: We seek out diverse perspectives and listen to learn without judgment.

• Courage: We are all accountable for doing the right thing - even when it's hard - because we know it's worth it.

• One Team: We realize our full potential when we work together towards our shared purpose.

Role Overview:

The Engineering & Infrastructure Department is seeking an individual for the position of Network Operations Analyst.  This person will be acting as a critical escalation point for over 600 physical sites to ensure site network infrastructure connectivity and network related business communications are functioning correctly. 

During a network outage or other connectivity issues, this position will independently gather site information, perform analysis, define and direct resolution of the issue.  They will also take lead in delivering all communication both internally and externally to keep any affected parties informed.

Additionally, they will also assess facility network infrastructure, configure new hardware, test and modify new solutions, and schedule, direct or supervise other technical resources or contractors in the installation of new hardware at those locations.

Compensation: $67,600.00 - 81,000.00 /annually, plus annual bonus potential

LifeStance provides the compensation range and benefits that it in good faith believes it might pay and/or offer for this position. LifeStance reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

Key Responsibilities:

• Monitor various internal and vendor portals for network connectivity issues and escalations

  • Define and institute action plan for the most expedient process for outage resolutions

  • Investigate and document the nature of outage

    • Perform independent analysis of outage

      • Consult with users, I.T. Staff, or 3rd parties

    • Determine best course of action for resolution assessing available resources

    • Direct technical and non-technical resources for information gathering as well as performing actions when required

  • Communicate directly with ISP, create trouble tickets and push escalations in a timely manner

    • Verify on-site contact when necessary for the dispatch of technician to site

    • This may often require waiting hours on-hold past scheduled work hours, or performing actions required after-hours for follow-through

  • Notify and communicate pertinent status updates using multiple systems to internal and externally affected individuals

  • Participate in on-call / alert notification system that may require after hours work

• Network Infrastructure assessment, design, configuration, testing and shipping of hardware

  • Perform analysis of site network infrastructure to determine hardware and / or specific configuration needs

  • Maintain asset inventory of network or related devices as well as restock / reorder points (Meraki hardware, UPS, Cellular devices, etc.)

  • Enroll, configure, and ship hardware to sites for installation

  • Direct staff for the installation, replacement, or upgrade of hardware at sites

• Participation in the Engineering & Infrastructure ticket queue as an escalated Tier 2+ resource for more challenging issues

• Schedule with vendors or internal resources changes required to network infrastructure

• Potential travel to more complicated infrastructure sites for turn-up/shut down/configuration changes

Requirements:

• 2+ years of hands-on field support as it relates to network infrastructure or comparable experience

• Inherent understanding of terminology used by ISP/Carriers in the support and configuration of fiber and coax connectivity

• Ability to speak at the appropriate level (both technical and non-technical) to parties involved

• Stro