Network Support Adm III ( May Underfill At A Level II Or I)

Position Title:

Network Support Adm III ( May underfill at a level II or I)

Job Description:

Under the guidance of the Network Support Team Manager and/or the Network Engineering Team Manager, oversees and ensures completion of tasks pertaining to supporting customers that use City computer, phone, and data network resources. This includes planning and coordinating the installing, configuring and maintaining of networked desktop computers, laptops, mobile devices, printers, phones, data equipment, and software for City departments. Responsibilities will also include providing onsite technical support at off-site buildings, working with the Software Support Team and the Software Engineering Team regarding software and application issues, and working with the Network System Engineer Team in resolving issues involving network connectivity, throughput, and overall LAN performance. Mentoring and training Network Support Team II and I Administrators, and managing projects as assigned.

Various work schedules may be required to accommodate the hours that the Help Desk and onsite technical support are available for City customers, in addition to the demands of project management and employee supervision. Occasional weekend work, on-call work, and after-hours work may also be required.

TYPICAL DUTIES:

• Manages specific service related servers such as: network printing servers, remote access servers, Citrix application servers, etc.

• Manages projects that coordinate with the Network System Engineer Team, Software Support Team and/or the Software Engineering Team.

• May occasionally supervise Network Support Administrator II & I employees. This may include assigning tasks, measuring and reporting productivity levels, and assessing skill set needs.

• Assists with product implementation and/or upgrades with the Software Support Team and/or the Software Engineering Team.

• Installs, configures, and maintains Cambium PMP/PTP wireless communications. This can include but is not limited to configuring, diagnosing, repairing, upgrading, and optimizing physical infrastructure associated with Cambium PMP/PTP wireless communications.

• Assists the Network System Engineer Team to develop and maintain City-wide security on the network and for remote users. This includes the evaluation and installation of necessary hardware and software components needed to maintain a secure operating environment for the network users and departments.

• Assists in analyzing City-wide network usage patterns in order to provide data for strategic planning decisions for future network growth.

• May serve as a primary contact for hardware and\or software vendors through which vendor provided service and support will be coordinated.

• Assists customers using desktop and mobile computer systems by troubleshooting complex hardware and software problems, such as system compatibility and configuration issues, hardware failures, and provides end-user training.

• Installs, configures, and maintains desktop and mobile computer systems using various tools such as: imaging software, package creation and deployment software, and PC remote support software. Installs, configures, and maintains network printers and associated print drivers. Installs, configures, and maintains wireless network products, such as air-cards and routers, etc. Installs, configures, and maintains connections for the City's local area networks (LAN) and wide area networks (WAN).

• Answers and resolves trouble calls from customers at the Network Support Center. Must use and understand the call taking process and utilize the call tracking system to document all solutions and to share knowledge.

• Assists with PC life cycle management processes such as: technology purchasing, data retention and deletion, inventory surplus, etc.

• Provides software integrity while meeting licensing requirements for all LAN software, including the evaluation of potential software products, maintaining licensing requirements set forth by the manufacturers and the City, and installing accurate and timely software upgrades.

• Documents all essential technical processes and procedures ensuring that they are repeatable, shared and followed.

• May act as the Lead support administrator providing on-site technical support for City departments, such as Public Safety and Public Utilities. This also includes mentoring and training the Network Support Administrator I or II in this capacity.

• Assists with network backup and restore processes.

• Creates, configures, and maintains scripts and software automation. This can include but is not limited to configuring, diagnosing, repairing, upgrading, and optimizing VBScript, AutoIt, AutoHotkey, batch files, and Bash.

• Installs, configures, and maintains voice and data communication equipment. This can include but is not limited to configuring, diagnosing, repairing, upgrading, and optimizing VoIP enabled PBX systems and VoIP applications such as Voice mail, voice recording, ACD queues, and voice management use in the City along with legacy PBX telephony systems.

• Maintains an inventory of boards, connectors, and other related replacement parts for the phone and data systems.

• Coordinates with other Network managers to provide and maintain communications between multiple protocols. This includes all hardware and software requirements to enable LAN communication on our standard protocol of TCP/IP.

• Assists in the audio / digital video production phase of SLCTV.

• Performs various other duties as assigned.

MINIMUM QUALIFICATIONS:

Level III

• Graduation from a four-year accredited college with a Bachelor's degree in Computer Science, Engineering, or related field and (6) years experience in supporting PCs (using Windows OS) and LAN administration or an equivalent combination of education and experience substituted on a year-for-year basis.

• Possession of one (or more) of the following certifications may also be required (depending on position requirements): Microsoft Certified Systems Engineer (MCSE), or a Microsoft Certified Solutions Associate (MCSA), or a combination of 2 or more of the following certifications: Microsoft Certified Office Specialist Master, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Professional (MCP), HP Printer Support, HP Hardware Support, Cisco Certified Network Associate (CCNA), Cisco Certified Network Associate Voice (CCNA Voice), CompTIA A+, CompTIA Network+, CompTIA Security+, Nortel/Avaya VoIP.

• Advanced knowledge of Microsoft operating systems, topologies and protocols.

• Must be able to demonstrate considerable and highly technical knowledge of personal computer hardware, peripherals, operating systems, and network operating systems, including installation procedures, architecture and trouble-shooting techniques.

• Knowledge of principles of data communications and related equipment.

• Ability to communicate clearly, both verbally and in written form. Ability to listen and understand system user problems and needs.

• Must have a valid state driver's license or Utah Driving Privilege Card.

Level II

• Graduation from a four-year accredited college with a Bachelor's degree in Computer Science, Engineering, or related field and four (4) years experience in supporting PCs (using Windows OS) and LAN administration or an equivalent combination of education and experience substituted on a year-for-year basis.

• Possession of one (or more) of the following certifications may also be required (depending on position requirements): Microsoft Certified Systems Engineer (MCSE), or a Microsoft Certified Solutions Associate (MCSA), or a combination of 2 or more of the following certifications: Microsoft Certified Office Specialist Master, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Professional (MCP), HP Printer Support, HP Hardware Support, Cisco Certified Network Associate (CCNA), Cisco Certified Network Associate Voice (CCNA Voice), CompTIA A+, CompTIA Network+, CompTIA Security+.

• Considerable knowledge of Microsoft operating systems, topologies and protocols.

• Must be able to demonstrate considerable and highly technical knowledge of personal computer hardware, peripherals, operating systems, and network operating systems, including installation procedures, architecture and trouble-shooting techniques.

• Knowledge of principles of data communications and related equipment.

• Ability to communicate clearly, both verbally and in written form. Ability to listen and understand system user problems and needs.

• Must have a valid state driver's license or Utah Driving Privilege Card.

Level I

• Graduation from an accredited college or university with an Associate's degree in computer science or other closely related field and two (2) years paid employment in the field of computer support supporting PCs (using Windows OS). Education and experience may be substituted on a year-for year basis.

• Possession of one (or more) of the following certifications may also be required (depending on position requirements): current Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Office Specialist Master, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Professional (MCP), HP Printer Support, HP Hardware Support, Cisco Certified Entry Networking Technician (CCENT), CompTIA A+, CompTIA Network+, CompTIA Security+.

• Working knowledge of Microsoft operating systems, topologies and protocols.

• Must be able to demonstrate considerable and highly technical knowledge of personal computer hardware, peripherals, operating systems, and network operating systems, including installation procedures, architecture and trouble-shooting techniques.

• Knowledge of principles of data communications and related equipment.

• Ability to communicate clearly, both verbally and in written form. Ability to listen and understand system user problems and needs.

• Must have a valid state driver's license or Utah Driving Privilege Card.

WORKING CONDITIONS:

• Moderate physical effort. Moderate lifting required, intermittent sitting, standing and walking. Intermittent exposure to moderate noise levels. Comfortable working conditions.

• Regular exposure to stressful situations as a result of human behavior and the demands of the position.

• Attends meetings, conferences, workshops and training sessions to become and remain current on the principles, practices and new developments in assigned work areas.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This position is eligible for full city benefits, including:

• Health, dental, vision, and life insurance

• 13 paid holidays per year

• Paid vacation and personal leave

• Six weeks of paid parental leave

• Retirement contributions toward a pension plan or 401(k)

• A robust EAP that provides emotional support, work-life solutions, legal guidance, and financial resources, including up to 15 counseling sessions for you and your household family members at no cost

• Tuition reimbursement

• Discounted supplemental benefits like pet insurance, legal services, and shopping

This position will remain open until filled and may close at any time without notice.

POSITION TYPE

Full-Time

POSITION SALARY RANGE

Network Support Administrator III- $33.80- $39.75

Network Support Administrator II- $30.60 -$36.03

Network Support Administrator I- $23.97 -$32.71

DEPARTMENT

Information Management Systems

Full Time/Part Time:

Full time

Scheduled Hours:

40