IT Network Administrator

SUMMARY

Responsible for maintaining highly complex technology platforms by providing hardware, software, and procedural support on network systems, which include VoIP phone system, and network devices. Conducts research to evaluate network technology and recommends purchases of network equipment. Monitors reliability of network infrastructure and operating systems on multiple platforms. Provides installation and configuration support for implementing new technology systems. Monitors the security and reliability of network infrastructure and operating systems on multiple platforms.

Essential Duties and Responsibilities:

• Performs configuration, installation, troubleshooting maintenance and repair of hardware and software related to: Azure Active Directory, Office 365, WAN and LAN equipment, VoIP, , and Wireless network equipment.
• Responsible for ensuring uptime of information technology (IT) delivery channels, which include Internet connection, Voice Response, LANs, WANs, Phone System, servers and switches, in accordance with published Service Level Agreements.
• Working, and closing tickets for level 1 and level 2 support cases.
• Provides excellent service with end user problem resolution. Ensures problem resolution by initiating and tracking problem assignments. Establishes strong working relationships with end users and uses superior phone etiquette.
• Ensures end user satisfaction by responding to all help desk requests in a timely and professional manner.
• Works closely with other IT staff to ensure all help desk cases are resolved within the established SLAs
• Evaluates, implements, monitors, and maintains hardware and software related to: firewalls, anti-malware, content filtering, intrusion detection/intrusion prevention, and various other information security related technologies.
• Ensures information security standards and processes are maintained; maintains the integrity of network security systems to ensure data is appropriately protected.
• Provides rotating "on-call" support whenever necessary.
• Periodic travels to WCTFCU offices for network equipment maintenance and support.
• Assists with Patch Management of network equipment and systems as assigned.
• Administer moves, adds, and changes for users of IT systems.
• Ensures documentation is available and up-to-date for all assigned procedures in accordance with department standards.
• Takes part in business continuity and disaster recovery planning/testing, and system backup and recovery.
• Utilize Service Desk processes to manage incidents, changes, releases and problems.
• Ensure constant follow-up and on-going communication is established with end users, until problem is resolved and/or request is completed.
• Identify and escalate situations that require immediate attention to ensure targets are met in line with tight key performance indicators.
• Perform root cause analysis and develop new resolutions to frequently occurring problems.
• Create and maintain documentation for business and technology processes that support all technology.
• Coordinate with end users and technical teams to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
• Provide input on future technology initiatives.
• Performs related duties and special requests as assigned.

Supervisory Responsibilities:

None

Qualification Requirement:

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

Education and/or Experience:

Bachelor’s degree in a computer or business-related field from an accredited college or university and five to eight years’ related work experience, or equivalent combination of education and experience. Experience must be in a networked environment.

Other Skills and Abilities:

Must possess understanding of networking concepts and network protocols, be well versed in supporting layer 3 & 4 network issues, and be proactive in finding resolutions. Must have good working knowledge of Windows 10, Microsoft Office applications, o365, Active Directory, GPO, DHCP, DNS, and basic software and hardware troubleshooting skills. Must have advanced knowledge in VoIP technology as well as routing protocols such as SD-WAN. Experience with digital certificates and network security.

Knowledgeable in the following applications:

· Cisco routers, switches, including configuration and troubleshooting.

· Windows-based server and desktop technology including configuration and troubleshooting. (Experience with Linux operating systems is a plus.)

· Network management software

· Experience with VMware virtualization platform.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to handle incoming help desk calls with diplomacy and tact, and identify root cause of issues.

Mathematical Skills:

Ability to work with mathematical concepts and perform cost analysis. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.