Summary
The Network Support Specialist provides network support, maintenance, general technology support, and troubleshooting services for the college community. This person will be primarily responsible for the support and maintenance of the college’s wired and wireless network equipment, phone system endpoints, and video surveillance cameras. Network support and upgrades will be done in coordination with the college’s network managed service provider. Secondary responsibilities as a part of the support team include support for computer hardware/software, audio-visual, and various other technologies. This position requires some weekend and evening assignments as well as availability during off-hours for participation in scheduled and unscheduled activities to ensure the 24/7 operation of the college network.
Essential Duties and Responsibilities include the following.
Network Support and Maintenance:
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Works with the managed network service provider to troubleshoot and resolve network issues.
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Communicates regularly with the managed service provider in supporting and updating the campus network equipment. Updates tickets in the managed service provider’s support portal.
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Daily network checks include using the network monitoring tools to ensure all network equipment is operating without error and there are no problems with performance.
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Meet with end users to troubleshoot and resolve any reported wired or wireless network problems.
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Maintains accurate network documentation and procedures.
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Communicates network related problems to the Information Technology Services team.
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Ensure all cabling and network rooms are organized, clean, and properly labeled.
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Repair or replace low voltage network cabling.
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Log all network support related issues in the college’s helpdesk system.
Phone Equipment and Video Surveillance:
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Troubleshoots and resolves video surveillance issues which include camera replacement and cabling problems.
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Installing new video surveillance cameras as needed.
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Troubleshooting and resolving phone issues.
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Performs moves, adds, and changes on the phone system.
General Technology Support:
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Enters and updates all support request in the helpdesk software.
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Answers technical support line and covers helpdesk as needed.
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Trains end users on better use of hardware and software.
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Works with other technology staff to resolve complex technical issues.
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Immediately alerts the supervisor when a service-level is missed and/or a ticket becomes overdue.
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Ensure customer acceptance of resolution and close tickets.
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Provide client-site and remote technical support to College technology users.
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Resolve ticketed issues within the timeframes identified in the IT department’s service level objectives.
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Report progress toward resolution, actions taken/fixes attempted, and current ticket status regularly using the helpdesk software.
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Follow policies and procedures related to how problems are identified, received, do updates, configures, and maintains end user operating system and software.
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Troubleshoots and repairs computer hardware, software and printers/copiers.
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Coordinates warranty repair with the vendor.
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Maintains an accurate inventory of all college owned software and hardware.
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Researches, designs, tests, and deploys new hardware and software to improve the user experience.
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Installs, configures and maintains network-monitored data closet battery backup units.
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Removes viruses and malware from computers.
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Operates and maintains an ID card production service.
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Manages and tracks all end user equipment available for checkout.
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Documents and updates internal processes, procedures, and configurations.
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Other duties as assigned to accomplish the role of the Network Support Specialist.
Supervisory Responsibilities
None
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
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Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
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Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills.
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Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
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Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
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Written Communication - Presents numerical data effectively; Able to read and interpret written information.
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Delegation - Delegates work assignments; Gives authority to work independently.
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Managing People - Makes self-available to staff; Improves processes, products and services.
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Cost Consciousness - Works within approved budget; Conserves organizational resources.
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Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
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Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
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Professionalism - Reacts well under pressure; Accepts responsibility for own actions.
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Quantity - Completes work in timely manner; Strives to increase productivity; Works quickly.
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Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions ; Uses equipment and materials properly.
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Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associates’ degree from college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style.
Mathematical Skills
Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills
To perform this job successfully, an individual should have knowledge of Windows and Apple operating systems, database software, Office applications and possess basic networking and computer troubleshooting skills.
Certificates, Licenses, Registrations
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COMPTIA Network+ Hardware and Software Certification a plus.
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Network classes or certification a plus.
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Experience with Windows 10 and 11
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Experience with Office 365
Other Skills and Abilities
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Mechanically inclined
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Calm under pressure
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Logical
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to walk; sit; climb or balance and taste or smell. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.
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Close vision for identifying MAC addresses, serial numbers, jumper settings, microchips, motherboards, and computer/networking circuitry in general.
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Color vision for identifying color coded Ethernet cables.
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Depth perception for cable routing above ceilings and tight spaces.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is occasionally exposed to high, precarious places; outside weather conditions and risk of electrical shock. The noise level in the work environment is usually moderate.
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High places: routing ethernet cable above the ceiling. Installing wireless equipment above ceilings.
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Outdoor weather: going from task to task, between buildings.
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Electrical shock: working near power conduits in ceilings, wiring closets, and inspecting circuitry.
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Some spaces may be dusty, hot, cold, or dimly lit.
Applicants who would enrich the diversity of the campus community are strongly encouraged to apply.
EOE M/F/D/V