About this role
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Provides support to the helpdesk for escalated network/telephony issues.
- Support includes responding to user inquiries, questions & requests, usually by phone and/or email, but occasionally in person.
- Provides dispatch coverage for coordinating network assignments, priorities, job schedules, completions and user notifications and follow up.
- Handles some network preventative maintenance tasks.
- Serves as initial point of contact from the IT department for the IT helpdesk.
- Primarily incident based workload but also able to handle low and medium level project based work.
- Able to respond to network outages and perform basic network/telephony troubleshooting.
QUALIFICATIONS/REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- High school diploma and 1+ years of IT support experience or completion of IT related undergrad courses
- A+, Network+, or CCNA certification a plus
- Must have a fundamental understanding of networking and telephony.
- Must have an ability to diagnose problems and make decisions to assure prompt resolution.
- Previous experience in a network support role is a plus.
- Considerable skill in Visio or another application to create diagrams.
- Proficient with basic networking concepts such as NAT, DHCP, DNS, routing, switching, spanning--tree, VPN, wireless and more.