Job Description
Computer Network Support Specialist
Remote
1 Year Contract
Position Summary:
As a Computer Network Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide technical assistance to computer users by answering questions to resolve network problems for the customer.
Position Responsibilities:
The EM&EM Technician shall perform the following (to include but not limited to) activities:
- Provides phone, remote, and desk-side technical support to users in the areas of network connectivity, as well as BAS support for Business Automation Switches.
- Provides personal computer support, problem analysis, and hardware/software installation and configuration.
- Provide Help Desk assistance, including answering phones and or web content and monitoring the EM&EM Ticketing queue.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.
- Basic network and server configuration assistance.
- Responds to complex technical control facility hardware and software problems.
- Interfaces with telco vendor support service groups to ensure proper escalation during outages or periods of degraded system performance.
- Monitors and responds to hardware, software, and network related problems.
- Supports routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, modems, and terminals).
- Utilizes software and hardware tools to identify and diagnose complex problems and factors affecting network performance.
- Troubleshoots network systems.
- Create, run and terminate cabling from communication closet network equipment to designated drop ports for network accessibility
- Supports testing, installation, and support of network communications, including LAN/MAN/WAN systems. Provides assistance for information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and operations.
- Travel to different locations to troubleshoot and resolve computer and or network issues geographically separated from usual work locale.
Required Qualifications:
- Public Trust Clearance or ability to obtain.
- ITILv4 Foundation Training and certification (no later than December 31st, 2022).
- Possesses and applies expertise on multiple complex work assignments.
- Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
- Operates with appreciable latitude in developing methodology and presenting solutions to problems.
- Contributes to deliverables and performance metrics where applicable.
Desired Qualifications:
- Experience performing information network and physical infrastructure support including hardware/software for routers, switches, servers, printers, scanners, and video teleconferencing (VTC suites).
- Experience supporting industry standard software products.
- Must be willing to work a variety of shifts, including holidays as scheduled. This is a 24/7/365 NOC environment.
- Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
- Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments.
- Familiarity with the following technologies: Active Directory, Windows, ServiceNow, Network Monitoring Systems (solarwinds), Cisco Prime, LAN/WAN control protocols.
- Security+ certification.
Education and Experience
- Associates degree or equivalent and 2-7 years’ experience.
- Experience as a remote worker demonstrating time management and self-discipline.
- Minimum 3 years of experience Network Operations support to include hardware/software, servers and networking in a Windows/Google based environment.
- Minimum of 2 years of experience with ServiceNow.
- Minimum of 2 years of experience with SolarWinds.
Physical Requirements:
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:
- As a remote position, personnel are expected to maintain their home workspace in a safe manner, free from safety hazards.
- As a remote position, personnel are expected to appear on camera for meetings with co-workers and government partners via video chat.
- As a remote position, personnel are expected to maintain standard working hours per the DIGIT contract and to be available for meetings, Agile ceremonies and other collaborative efforts during working hours.
- Personnel are expected to ensure the protection of proprietary company and customer information accessible from their home office consistent with the company’s expectations of information security.
- Communicate verbally and respond to verbal communications in person, over the phone or by video chat.
- Communicate clearly and succinctly in writing, primarily utilizing a keyboard.
- Sitting for long periods.
- Viewing computer screens for long periods of time.
- Travel is required.