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 selfmotivated 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
• Computerrelated degree/certificate from an accredited education entity required (two years of related work experience may be substituted for this requirement)
• Network or operating systemrelated industryrecognized 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
• Handson software and hardware troubleshooting experience required
• Experience with data management required
• Valid stateissued drivers 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 selfstarter
• 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 oncall and afterhours work; may be required to be oncall 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:

1. Provides Level 2 technical assistance to Region 16 Education Service Center clientele as needed
2. Manages and supports all network circuits related to school district connections
3. 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
4. Trains coaches and mentors Technology Support Assistants and other junior staff
5. Manages the processing of incoming calls to the Help Desk via telephone webbased and email to ensure courteous timely and effective resolution of enduser issues
6. Contributes to escalated problem resolution by giving inperson handson support to end users when necessary
7. Assists Technology Administrator and/or participating LEAs with the installation monitoring maintenance support and optimization of all network hardware software and communication links
8. Works with and supports all Region 16 ESC staff in the fulfillment of clientcontracted services
9. Manages WAN enduser accounts permissions access rights and storage allocations in accordance with best practices regarding privacy security and regulatory compliance
10. Supports the Region 16 ESC VoIP software hardware and network infrastructure as necessary
11. Supports Office 365 Google WAN users and systems
12. Assists with network and security audits as required
13. Performs and tests routine system backups and restores as required
14. Assists in identifying troubleshooting and resolving hardware and software problems on servers and workstations
15. Practices network asset management including maintenance of a LAN and WAN network component inventory
16. Supports application development teams throughout project life cyclesas required
17. Performs software and hardware improvements upgrades patches reconfigurations and/or purchases as identified by the Managed Services Supervisor or designee
18. Maintains an uptodate WAN router and switch configuration inventory
19. Manages WAN malware protection at contracted districts as defined by supervisor
20. Manages WAN antivirus protection at contracted districts as defined by supervisor
21. Manages WAN data encryption measures as defined by supervisor
22. Maintains open communication and confidentiality with client schools
23. Periodic travel is required
24. Maintains a work schedule that will provide 7 days a week and 24hour availability for support of the related networks and devices
25. 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
26. Reports for work ready to perform responsibilities
27. Performs duties that directly and/or indirectly impact student performance in Region 16
28. Maintains a professional level of confidentiality regarding all ESC matters
29. Supports the mission goals and objectives of the ESC strategic plan
30. Upholds and adheres to safety rules and policies of the ESC safety program
31. Performs professional responsibilities as required by ESC policies processes and procedures
32. Manages time calendar and job responsibilities to meet deadlines
33. Meets proficiency level of required technology skills as outlined by supervisor
34. Incorporates appropriate technology in daily work and exhibits continual growth in technologies as outlined by supervisor
35. Performs other duties as assigned

Required Experience:

IC