Job Description

GENERAL DESCRIPTION OF DUTIES AND RESPONSIBILITIES Work involves providing customer support for agency information technology systems and operating automated office equipment in a standalone network or mainframe environment Performs complex systems support and must have the ability to install configure operate and troubleshoot mediumsize route and switched networks including implementation and verification of connections to remote sites in a WAN Works under limited supervision and acts as a Subject Matter Exert providing advice and guidance towards the installation maintenance and optimization of network resources May train others andor supervise the work of others Position requires extensive travel and may require the use of personal vehicle Examples of Network Duties Troubleshooting and analysis of switches routers modems and VPN devices Install trace and plan physical and virtual network circuits Troubleshoot IP PBX IP telephone handset call control and voicemail solutions Recognize and mitigate threats and vulnerabilities to networks Diagnosis and improve network latency and data quality issues Examples of Help Desk Duties Advises users and analyzes user requirements concerning software and the efficient use of information technology systems Provides customer service and help desk support and troubleshoots computerrelated problems Provides assistance in the design development and maintenance of various system applications Provides technical assistance and support for applications and hardware problems Installs maintains moves and assists in testing and upgrading new and existing hardwaresoftware Reviews and recommends procurement of information technology equipment Maintains the necessary security controls over the software Maintains procedure manuals Makes presentations and briefings for training sessions Prepares briefings reports and evaluations as to systems efficiency and utilization May train others May supervise the work of others Performs related work as assigned MINIMUM JOB QUALIFICATIONS CCENT Certification PLUS one of the following High school diploma or GED plus three to five (35) years Help DeskInformation Technology work experience or an Associates degree from an accredited college or university with a major in computer science communications or a related field PREFERRED JOB QUALIFICATIONS Administrator Experience One year networking experience working with routers switches VoIP firewalls network intrusiondefense wireless connectivity modems and cabling andor similar work history CCNA Certification KNOWLEDGE SKILLS AND ABILITIES Knowledge of the practices principles and techniques of computer operation of information systems of computer software and hardware of information security policies and procedures and of local and wide area networks and database administration Skill in the use and support of personal computers in the use of applicable programs and systems and in troubleshooting information systems Ability to operate information technology systems to troubleshoot and repair equipment to communicate effectively to train others and supervise the work of others Demonstrate ability to read write and speak English Ability to work under conditions requiring physical stamina and ability to work in a stressful environment Must possess a valid driverrsquos license with acceptable driving record Completes documentation as required and reports accurately and timely

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