Network Associate

Primary Purpose:

To perform managed services as necessary in providing local area network maintenance support as well as help desk assistance and support to the Region 16 ESC clientele. This will include assisting the Technology Specialist as required to ensure that end users and/or clients are receiving appropriate assistance. The Technology Associate is responsible for ensuring high customer service quality and availability. He/she is self-motivated with excellent teamwork skills and the discipline to work exceptionally well on his/her own if required. The Technology Associate possesses strong organizational and communication skills, including the ability to disseminate information and knowledge while listening and putting into practice advice and instructions.

Qualifications:

Education/Certification

• High school diploma or GED required
• Computer-related degree/certificate from an accredited education entity required (two years of related work experience may be substituted for this requirement)
• Network or operating system-related industry-recognized certifications preferred

Skills

• Knowledge of network, PC, and Microsoft operating systems required
• Knowledge of current network protocols required
• Knowledge of Active Directory required
• Knowledge of local area network administration required
• Hands-on software and hardware troubleshooting experience required
• Experience with data management required
• Valid state-issued driver's license required
• Experience documenting and maintaining configuration and process information required
• Must be an outstanding team member and team player
• Must be eager to learn and share new knowledge
• Must be a self-starter
• Must display responsibility by assuming personal accountability for own work

Working Conditions:

• Tools/Equipment Used: Hand tools and test instruments for electronic repairs and cable installations; standard office equipment including personal computers and peripherals
• Posture: Must be physically able to tolerate prolonged sitting; regular kneeling/squatting, bending/stooping, pushing/pulling, twisting
• Motion: Must be physically able to tolerate repetitive hand motion; frequent keyboarding and use of mouse; regular walking, grasping/squeezing, wrist flexion/extension, reaching; may climb ladders; frequent driving
• Lifting: Must be physically able to tolerate regular moderate lifting and carrying (up to 44 pounds); occasional heavy lifting and carrying (45 pounds and over)
• Environment: Work is performed in an office environment; frequent on-call and after-hours work; may be required to be on-call 24 hours a day; may work alone; occasional prolonged hours; tolerate occasional regionwide travel; regular exposure to noise
• Mental Demands: Must be able to maintain emotional control under stress and work with frequent interruptions
• Regular Attendance is an essential function

Major Responsibilities and Duties:

• Provides Level 2 technical assistance to Region 16 Education Service Center clientele as needed
• Manages and supports all network circuits related to school district connections
• Coordinate with the Managed Services team and Network Security team to reinforce action from the schools on vulnerability scans and other communications from that team
• Trains, coaches, and mentors Technology Support Assistants and other junior staff
• Manages the processing of incoming calls to the Help Desk via telephone, web-based, and e-mail to ensure courteous, timely, and effective resolution of end-user issues
• Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary
• Assists Technology Administrator and/or participating LEAs with the installation, monitoring, maintenance, support, and optimization of all network hardware, software, and communication links
• Works with and supports all Region 16 ESC staff in the fulfillment of client-contracted services
• Manages WAN end-user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance
• Supports the Region 16 ESC VoIP software, hardware, and network infrastructure, as necessary
• Supports Office 365, Google, WAN, users, and systems
• Assists with network and security audits as required
• Performs and tests routine system backups and restores as required
• Assists in identifying, troubleshooting, and resolving hardware and software problems on servers and workstations
• Practices network asset management, including maintenance of a LAN and WAN network component inventory
• Supports application development teams throughout project life cycles as required
• Performs software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases as identified by the Managed Services Supervisor or designee
• Maintains an up-to-date WAN router and switch configuration inventory
• Manages WAN malware protection at contracted districts as defined by supervisor
• Manages WAN anti-virus protection at contracted districts as defined by supervisor
• Manages WAN data encryption measures as defined by supervisor
• Maintains open communication and confidentiality with client schools
• Periodic travel is required
• Maintains a work schedule that will provide 7 days a week and 24-hour availability for support of the related networks and devices
• Maintains a functioning cell phone and is accessible through this phone as deemed appropriate by the Chief Technology Officer A functioning cell phone means that it is charged, activated, messages checked, and mailbox emptied regularly
• Reports for work ready to perform responsibilities
• Performs duties that directly and/or indirectly impact student performance in Region 16
• Maintains a professional level of confidentiality regarding all ESC matters
• Supports the mission, goals, and objectives of the ESC strategic plan
• Upholds and adheres to safety rules and policies of the ESC safety program
• Performs professional responsibilities as required by ESC policies, processes, and procedures
• Manages time, calendar, and job responsibilities to meet deadlines
• Meets proficiency level of required technology skills as outlined by supervisor
• Incorporates appropriate technology in daily work and exhibits continual growth in technologies as outlined by supervisor
• Performs other duties as assigned