Network Support Specialist

Work Habits: 35%

• Prioritizes work as needed to ensure assigned tasks are completed in a timely fashion.
• Works to process and resolve all assigned issues, escalating to the appropriate personnel when necessary.
• Travel to various site locations as required. Work at other locations as part of a support rotation for all campuses.
• Predictable and Reliable Attendance is required in order to provide consistency and continuity of educational services.
• Provides user support after hours as needed.

Behavioral Standards: 20%

• Provides excellent customer service by taking ownership of requests and issues, keeping users updated for the duration of a ticket and following up after resolution to ensure satisfaction.
• Applies system analysis techniques and procedures with network systems, including consulting with users, to determine hardware, software, or system functional specifications.
• Performs other duties as assigned.

Institutional Support: 30%

• Assist in the installation, configuration, and maintenance of network infrastructure, including routers, switches, firewalls, and wireless access points.
• Install, terminate, and test copper and fiber optic cables. Works with contractors for large structured cabling projects.
• Troubleshoots and resolves issues related to PC hardware, software, network connectivity, and peripherals, such as printers and scanners. Coordinates warranty repair/replacements.
• Troubleshoots and resolves issues related to classroom issues, such as smartboards, microphones, speakers, and video conference applications.

Team Relations: 15%

• Analyze, documents, tests, and modifies computer and network systems or programs, based on and related to user or system design specifications.
• Documents, tests, and modifies computer programs related to machine operating systems.
• Works with senior IT staff on projects for new technology initiatives and deployments.

Other duties as assigned.

• A Technical Diploma in IT or a related field OR equivalent professional experience.
• Experience is not required for this position.

Required Knowledge, Skills and Abilities:

• Experience with desktop operating systems, including Windows 10 and Windows 11.
• Ability to troubleshoot hardware and software issues on PC and peripherals.
• Familiarity with network hardware, such as routers, switches, firewalls, and wireless access points.
• Understanding of networking concepts and protocols, such as TCP/IP, DNS, and DHCP.
• Knowledge of network principles, such as routing, switching, firewall policies, and VPNs.
• Familiar with various types of electronics, including UPS’s and smartboard/classroom technology.
• Understanding of VOIP technology.
• Familiarity with Microsoft Active Directory/O365.
• Although not required, entry-level certifications, such as Network+, CCENT/CCNA, or NSE4 are highly desired.