Network Support Specialist III

Position Summary

Responsible for performing complex network support functions, onsite and remotely, in support of the installation and maintenance of network communication equipment and software necessary for terminals, workstations, personal and mainframe computers to effectively communicate over a computer network.

Required Knowledge, Skills, and Abilities

• Advanced knowledge of network hardware troubleshooting and repair.

• Strong understanding of network diagnostics to find routing problems or failed hardware.

• Strong understanding of network infrastructure design, routing protocols, data security and managing network projects as assigned.

• Ability to provide immediate response to critical issues.

• Experience with LAN/WAN networking protocols and devices, including switches, routers and wireless access points.

• Knowledge of applicable data privacy practices and laws.

• Knowledge of printer, media and AV equipment are a plus.

• Knowledge of higher education applications such as Single-Sign-On, Colleague, and Blackboard.

• Strong understanding of Microsoft Active Directory, Virtualized Server farms (VMWare), Azure Cloud including Azure AD, disaster recovery, information security,

• Cisco Networking, Cisco Wi-Fi technologies, Cisco VoIP, Telecommunications, and firewall technologies.

• Experience managing Windows-based servers running in a Hyper-V virtualized environment and an understanding of networking principles.

• Experience maintaining the operability of VMWare host systems/VDI Client hardware and applications as well as other related third-party products.

• Ability to exercise logic and reasoning to define problems, establish facts and draw valid conclusions; make basic decisions that support business objectives and goals.

• Must display excellent organizational and time management skills while working in a fast-paced, constantly changing environment.

• Ability to translate technical information into specifications or action plans.

• Must be able to establish and maintain strong collaborative relationships with stakeholders and constituents with varied and often competing priorities.

• Must be able to work independently and in a team environment.

• Must possess a strong work ethic and maintain confidentially of sensitive information.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

• Ability to conduct extensive research to identify complex, multi-faceted problems and take immediate action to address the issues.

• Ability to follow standard operating procedures.

• Responsible for installing, configuring and supporting routers, switches, firewalls, and other network equipment ensuring integration with existing network systems.

• Tests computer software or hardware, using standard diagnostic testing equipment.

• Troubleshoots network or connectivity problems for users or user groups.

• Complies with guidelines, policies and procedures related to network security.

• Through professional development activities, keeps current on latest technological trends and best practices.

• Provides support to include management of the network, workstations, virtual technology, storage, servers, phone and security systems and help desk.

• Provides maintenance and support of audio-visual equipment, PCs, Macs, tablets and smart phones in both wired and wireless Apple/Windows environments utilized in on-campus and online academic programs.

• This positions responsibilities also support campus/ location events.

• Critical components of the role include ongoing system monitoring, assessment and issue resolution, and identification and implementation of technology strategies to support short and long-term institutional goals.

• Responds to calls to restore service in situations where education or workflows have stopped due to network failures.

• Analyze/report computer network security breaches.

• Creates and/or updates technical documentation for network installations or changes to existing installations.

• Provides support related to networking or connectivity issues.

• Test repaired items to ensure proper operation.

• Builds and maintains working relationships with stakeholders and constituents within the Dallas College community network to ensure user needs are met.

• Serves as a liaison with various location personnel involved with supporting and maintaining network operating system and network system software.

• Consults with end users on upgrades and repairs; interacts with vendors for hardware/software support as required.

• Performs routine maintenance or standard repairs to networking components or equipment.

• Troubleshoots problem areas in a timely and accurate manner; provides end-user training and assistance where required.

• Manage and track support requests based on standard response policy.

• Ensures confidentiality and security of systems, networks, and data through analysis, development, implementation, and maintenance of information systems security programs and procedures.

• Must possess excellent written and oral communication and interpersonal skills and demonstrate a high degree of professionalism and diplomacy when interacting with stakeholders and constituents within the Dallas College community network.

• Must have the ability to interpret a variety of instructions furnished in written, oral, or diagram form.

• Ability to interpret and communicate policies, procedures and best practices to end users.

• Communicates technical problems and instructions to end users in terms that are easy to understand.

• Maintains knowledge and proficiency in current and emerging learning technologies.

• Ability to analyze, evaluate, and resolve complex problems with ever- changing technology.

• Ability to work independently and maintain courteous attitude in dealing with students, faculty, staff, and visitors in a high traffic/call volume environment.

• Must be self-motivated, detail-oriented, and continually strives to provide excellent support.

• Position requires travel between campuses/locations.

• Must be willing to work at multiple campuses and/or locations as requested.

• Complete required Professional Development as directed by IT department.

• Complete required Dallas College Professional Development training hours per academic year.

• Performs other duties as assigned.