LEVELING

The three pay grades for this job description are E (IT Network Support Analyst I), 26 (IT Network Support Analyst II), and 27 (IT Network Support Analyst III). These positions require different levels of experience, job knowledge and skills. The characteristics for each level are:
IT Network Support Analyst I (Level 1) performs the more routine tasks and duties assigned within the series. Employees at this level may have only limited experience and receive regular instruction or assistance in the performance of their assigned duties. A bachelor’s degree in information technology, computer science or related field, or a combination of education and experience is required. Advancement to Level 2 is based on demonstrated proficiency in all duties & responsibilities.
IT Network Support Analyst II (Level 2) performs the full range of duties & responsibilities assigned within the series. Employees at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of company Procedures and SOP’s. Advancement to Level 3 is based on demonstrated proficiency in all aspects of IT support, and successful completion of project responsibilities with minimum oversight. Two to six years’ network administration is required.
IT Network Support Analyst III (Level 3) performs the most complex types of duties assigned within the series, including assuming project management responsibilities. Employees at this level function autonomously and are required to be fully trained and aware of all applicable Procedures and SOP’s. Additionally, they mentor IT System Engineers Levels 1 and 2 and foster technical growth. Six or more years of increasingly responsible network administration is required.

MINIMUM QUALIFICATIONS

• Experienced professional with the ability to manage a large international WAN / LAN network and systems utilizing enterprise class tools and technologies while adhering to best practices and standards.
• Knowledge of telecommunications and mobile devices.
• Skilled in designing networks and WAN/LAN/WLAN technologies.
• Ability to configure, deploy, and manage network devices such as routers, switches, firewalls, and wireless access points.
• Self-motivated and able to prioritize work, competing schedules, and managing projects.
• Solid troubleshooting and design skills.
• Excellent written, oral, and presentation skills and strong interpersonal skills.
• Ability to communicate clearly with all levels of the organization, regardless of technical competencies.
• Must have reading, speaking, writing, and understanding skills in the English language.

POSITION PURPOSE

Configure, support, monitor, and maintain the organization’s local area network (LAN), wide area network (WAN), internet systems, and connections to cloud-based technologies. Configure, deploy, and maintain network components. Ensure network security (confidentiality, integrity, availability). Upgrade hardware and software as organization’s needs change and technology evolves. Perform hands-on work during the creation of backups, network and server maintenance, and setup of other hardware as needed.

DUTIES & RESPONSIBILITIES

• Proactively monitor the network to ensure IT systems availability including LAN, WAN, and hardware devices (servers, workstations, printers, WAPs, and appliances) and enterprise software applications.
• Configure, support, monitor, and maintain the organization’s local area network (LAN), wide area network (WAN), internet systems, and connections to cloud-based technologies, NAS solutions, and virtualized environments.
• Configure, deploy, and maintain network components. Creates and maintains internal technical documentation for hardware, software, and network systems.
• Ensure network security (confidentiality, integrity, availability) by implementing organizational standards.
• Upgrade hardware and software as organization’s needs change and technology evolves.
• Perform hands-on work during the creation of backups, network and server maintenance, and setup of other hardware as needed.
• Work in a team environment providing support as needed in helpdesk role resolve network, hardware, or software related problems.
• Troubleshoot, diagnose, and fix problems with servers, network hardware, printers, and software. Provisions and deploy user enterprise IT equipment as needed.
• Manage and maintain Active Directory and Microsoft Exchange infrastructure including DHCP, DNS, user accounts, group policies, and security. Configure and manage enterprise software using group policies and Active Directory. Implement security rules based on job function.
• Perform data backup in accordance with company policies and procedures to ensure data availability and restore computing systems in case of failure.
• Configure backup devices, software, and manage backup media, storage, and retention. and contribute to disaster recovery planning.
• Manage IT projects related to deploying new hardware, software, and upgrading networks and servers.
• Evaluate new and emerging technology to leverage in support of company initiatives and aligning with organizational goals and objectives.
• Provide frontline support to local user community dealing with general IT support issues.
• Evaluate new and emerging technology to leverage in support of company initiatives and aligning with organizational goals and objectives.
• Provide frontline support to local user community dealing with general IT support issues.