Job Title:             Infrastructure Technician – Advanced – (Network Focus)

Department:      Technology

Reports to:         Technology Infrastructure Manager

FLSA Status:       Exempt

Prepared Date: 3/21/2025

EXECUTIVE SUMMARY

All Infrastructure Techs - Advanced are responsible for installing, inventory and troubleshooting technology in the classrooms and offices throughout the district.  The District has a wide variety of technology and therefore Techs may have specific specialties such as device setup/install/repair, wireless networking, wired networking, server support, security (firewalls and content filtering) and others.  The Infrastructure Technician – Advanced has demonstrated advanced knowledge of client configuration, servers and network.  The Infrastructure Technician – Advanced has additional responsibilities and expected to work independently and able to delegate project tasks to other staff and following up to ensure the project task has been completed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following.  Other duties may be assigned.

This position is responsible for: (Network Focus)

• Setup, Installation, diagnose and maintain network routers, switches, wireless controllers, & wireless access points.
• Setup, and maintenance of Papercut print environment. Work with vendors for support of copiers and Printers.
• Setup and Maintenance of VOIP infrastructure, user and extension management, call flows, and voicemail.
• Monitor events, investigate potential issues, analyze the risk of identified issues, and work with appropriate teams to develop solutions to correct critical issues
• Audit access throughout systems/applications and ensure access is at appropriate levels
• Analyze systems, security controls, and event logs to detect nefarious activity
• Build documentation of existing processes and exceptions based on audit findings

Secondary Responsibilities

• Provide technical equipment support for all buildings of the District (instructional and administrative). This includes installation of hardware (laptops, desktops, iPads, projectors, document cameras, etc.), reimaging of laptops and desktops and some software installation. 
• This position is responsible for responding to help desk tickets for their assigned area (and helping with other areas when needed). This include troubleshooting hardware, software, networking and helping staff better understand and use the technology that they have.
• Technology equipment is a significant investment of the District and the Infrastructure Techs are responsible for documenting where equipment is installed/delivered, moved, put in stock and retired (removed from stock).
• Infrastructure Technician – Advanced are expected to have some advanced skills in at least 2 of the following areas:
  • Device setup/installation/repair
  • Wireless networking
  • Wired networking
  • VOIP support
  • Server support
  • Security support (anti-virus, firewalls, content filtering)
  • Active Directory and Azure Active Directory support
  • Microsoft Windows Client imaging and management

QUALIFICATIONS

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, skills, education and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

A high school diploma or GED is required.  An associates or computer technician certification or 4-year degree is desirable.  Other qualifications preferred, but not required: Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), CCNP Collaboration, HPE Aruba Networking Certified Professional,  

• 1 year in a Network Support role 

• 3 years of experience in a technology role 

• 1 year of experience working with VOIP 

• 1 year of experience with Security and auditing  

Previous experience with multiple task responsibilities, especially in the education environment is desirable. 

COMMUNICATION SKILLS

The Infrastructure Technician – Advanced must possess the ability to communicate effectively with a variety of individuals and groups from diverse backgrounds.  The ability to translate technical issues to teachers, staff and administrators is essential.  Communication is also required to receive projects and tasks as well and update peers and management on the status of projects and tasks.   Excellent listening skills are also critical.

ANALYTICAL AND REASONING SKILLS

Individual must be able to analyze problem situations and find reasonable solutions.

ORGANIZATIONAL SKILLS

Individual must be able to manage multiple tasks simultaneously.  Ability to observe and document a variety of metrics measuring performance across all different technology teams.

TECHNOLOGY SKILLS

Individual needs to be familiar with the educational technology projects, breaking those projects into tasks, their schedules and metrics that can measure performance.  Required technical skills include:

• Familiarity with desktop, laptop and iPad equipment and features and the ability to troubleshoot, identify and resolve equipment issues. This may require installing and/or removing parts into/out of equipment and configuring the device to adjust to the change.
• Strong knowledge and use of Microsoft Office tools including Outlook, Excel, Word, PowerPoint, Teams.
• Familiarity with the installation, configuration and support of Microsoft Windows 10 and 11, Microsoft Office 365, adding and removing systems from a Microsoft Active Domain, and a wide variety of educational applications is desirable.
• Familiarity with ticketing systems, especially FreshDesk, how to set it up to meet the needs of the Department and monitor performance.
• Depending on the specialties that the Specialist supports, they may need the following skills:
  • Device setup/installation/repair – This includes setting up and troubleshooting images
  • Wired and Wireless Networking – Understanding of TCP/IP, basic network troubleshooting, ExtremeXOS, Aruba Central, HPE InfoSight
  • Cisco CUCM or other VOIP solution management.
  • Server Support – Windows Server operating systems, Hyper V virtual server environment
  • Security Support – PfSense firewall operation, Linewize Content Filter operation, Microsoft Defender Anti-virus
  • Active Directory and Azure Active Directory – User management, Group Policy Management, integration between AD and Azure AD
  • Microsoft Windows Clients – Microsoft Windows Deployment Services (WDS), SCCM, Microsoft Intune, support of multiple client devices, imaging

DECISION MAKING SKILLS

The individual must be comfortable providing input into the decision process and able to discern when to make decisions independently and when to do so in collaboration with others.  Infrastructure Techs will be operating independently, traveling among the District buildings.  It is important that they make effective decisions as to what tasks to perform in what order at what locations to make the most efficient use of their time.

PHYSICAL DEMANDS and WORK ENVIRONMENT

Expectations for physical demands include walking, sitting, using hands for fine manipulation, handle or feel and reach with hands and arms using a keyboard and video display terminal.  The employee is occasionally required to stand and stoop, kneel, crouch or crawl and climb stairs. The employee will occasionally lift and/or move up to 35 pounds and occasionally up to 50 pounds. The noise level in the work environment is usually low to moderate.  Technicians will be traveling to several educational locations in the Sioux City area and will be expected to drive their own vehicle (reimbursement by mile).