Technical Support Analyst II
Birmingham Water WorksJob DescriptionJob Title:
Technical Support Analyst IIDepartment:
Information TechnologyReporting Relationship:
Infrastructure Support SupervisorFLSA Status:
ExemptGrade:
40 GENERAL
Responsibilities:
Responsible for overseeing the day-to-day operation of computer networks including hardware/software support, training, and special projects; assist in providing network and remote connectivity hardware/software support; maintain LAN user documentation including hardware/software applications, support logs and other related information; assist in installing, designing, configuring, and maintaining system hardware and software; install, support and maintain both physical and virtual network servers and appliances; install, maintain, and troubleshoot the Storage Area Network (SAN); establish and maintain user accounts, profiles, file sharing, access privileges and security; perform daily server backups; research, analyze, monitor, troubleshoot and resolve server or data network problems; develop, maintain and implement network support, and archiving procedures; assist in planning, coordinating and consulting with vendors and clients for hardware/software purchases, product services and support; recommend and specify the purchase of related products and services; keep current regarding new hardware/software products for system enhancements; assist and provide support to the supervisor and other technology staff as requested including performing scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support, and specialized training.
Establish and maintain user e-mail accounts; provide e-mail training and software support; provide e-mail documentation and update user manual; manage anti-spam and anti-virus servers; research and troubleshoot e-mail problems by reviewing mail logs, records, and network configurations; establish and maintain card key access accounts; provide solutions to the customer identified problems.
Night and weekend hours as needed to assist with systems issues, complete systems maintenance or meet deadlines.
ESSENTIAL JOB FUNCTIONS:
Install, maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
Perform data backups and disaster recovery operations.
Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
Monitor the performance of computer networks.
Analyze data to identify or resolve operational problems.
Develop and document computer operational procedures.
Provide next-tier support for first-tier support areas.
Recommend changes to improve computer or information systems.
Collaborate with others to resolve information technology issues.
Work an on-call rotating schedule outside the regular schedule on a rotating basis.
Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, local, state, and federal laws, and regulations.
Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals is maintained and transmitted securely and legally.
Perform all work safely in accordance with established safety policies and procedures.
Comply with all safety and health standards and guidelines issued by management.
Perform other duties as assigned.
MINIMUM QUALIFICATIONSEducation:
Bachelor s degree in Information Technology, Networking, or technical support field required.
Associate degree with two years of relevant experience with Microsoft Windows server operating systems, Active Directory, Group Policy, and TCP/IP networking may be substituted for the Bachelor s degree.
Experience:
Three (3) years of experience in a medium-sized Client/Server Support Environment Proficiency with Microsoft Windows client and server operating systems (including Windows 10 Enterprise and Windows Server 2019); Microsoft Office 365 troubleshooting, Azure/AD, and administrator.
Thorough understanding of LAN/WAN networking technologies and protocols, including IP, DNS, DHCP, HTTP and SMTP.
Experience with Intel rack mount server and blade server hardware in a production business data center.
Experience with enterprise-level storage platforms in a production business data center, including iSCSI and FC.
Experience troubleshooting Intel-based PC hardware components and peripherals, including SATA, USB, CPU and PCI.
Excellent communication and interpersonal skills.
Certificates, Licenses, Registrations:
Valid driver s license required Two (2) of the following certifications preferred:
MCSA 2016 or higher , MCSE 2016 or higher , CCNA Routing & Switching, CCNP Routing & Switching, CCNP Collaboration, Juniper Enterprise Routing & Switching, VMware VCP 6.
0 or higher , Microsoft Azure Network Engineer Associate SUPERVISION:
NonePHYSICAL DEMANDS:
Ability to stand, sit or walk for extended periods Ability to stoop, kneel, crouch or crawl Reaching by extending hand(s) or arm(s) in any direction Communications skills using the spoken word Ability to see within normal parameters Ability to hear within normal range Ability to move about Ability to multi-task and support work in a fast-paced environment.
Ability to lift 50 pounds Working Environment:
Moderate noise (business office) Exposed to cold temperatures in the data center.
Occasionally visit job sites in plants and outdoors, exposed to extreme hot/cold/wet weather conditions.
recblid 74n95hmix68pbu0fmyx2bh8wqcpxan Recommended Skills Cisco Certified Network Associate Cisco Certified Network Professional Client Server Models Communication Dns Data Analysis Estimated Salary: $20 to $28 per hour based on qualifications.
Technical Support Analyst IIDepartment:
Information TechnologyReporting Relationship:
Infrastructure Support SupervisorFLSA Status:
ExemptGrade:
40 GENERAL
Responsibilities:
Responsible for overseeing the day-to-day operation of computer networks including hardware/software support, training, and special projects; assist in providing network and remote connectivity hardware/software support; maintain LAN user documentation including hardware/software applications, support logs and other related information; assist in installing, designing, configuring, and maintaining system hardware and software; install, support and maintain both physical and virtual network servers and appliances; install, maintain, and troubleshoot the Storage Area Network (SAN); establish and maintain user accounts, profiles, file sharing, access privileges and security; perform daily server backups; research, analyze, monitor, troubleshoot and resolve server or data network problems; develop, maintain and implement network support, and archiving procedures; assist in planning, coordinating and consulting with vendors and clients for hardware/software purchases, product services and support; recommend and specify the purchase of related products and services; keep current regarding new hardware/software products for system enhancements; assist and provide support to the supervisor and other technology staff as requested including performing scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support, and specialized training.
Establish and maintain user e-mail accounts; provide e-mail training and software support; provide e-mail documentation and update user manual; manage anti-spam and anti-virus servers; research and troubleshoot e-mail problems by reviewing mail logs, records, and network configurations; establish and maintain card key access accounts; provide solutions to the customer identified problems.
Night and weekend hours as needed to assist with systems issues, complete systems maintenance or meet deadlines.
ESSENTIAL JOB FUNCTIONS:
Install, maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
Perform data backups and disaster recovery operations.
Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
Monitor the performance of computer networks.
Analyze data to identify or resolve operational problems.
Develop and document computer operational procedures.
Provide next-tier support for first-tier support areas.
Recommend changes to improve computer or information systems.
Collaborate with others to resolve information technology issues.
Work an on-call rotating schedule outside the regular schedule on a rotating basis.
Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, local, state, and federal laws, and regulations.
Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals is maintained and transmitted securely and legally.
Perform all work safely in accordance with established safety policies and procedures.
Comply with all safety and health standards and guidelines issued by management.
Perform other duties as assigned.
MINIMUM QUALIFICATIONSEducation:
Bachelor s degree in Information Technology, Networking, or technical support field required.
Associate degree with two years of relevant experience with Microsoft Windows server operating systems, Active Directory, Group Policy, and TCP/IP networking may be substituted for the Bachelor s degree.
Experience:
Three (3) years of experience in a medium-sized Client/Server Support Environment Proficiency with Microsoft Windows client and server operating systems (including Windows 10 Enterprise and Windows Server 2019); Microsoft Office 365 troubleshooting, Azure/AD, and administrator.
Thorough understanding of LAN/WAN networking technologies and protocols, including IP, DNS, DHCP, HTTP and SMTP.
Experience with Intel rack mount server and blade server hardware in a production business data center.
Experience with enterprise-level storage platforms in a production business data center, including iSCSI and FC.
Experience troubleshooting Intel-based PC hardware components and peripherals, including SATA, USB, CPU and PCI.
Excellent communication and interpersonal skills.
Certificates, Licenses, Registrations:
Valid driver s license required Two (2) of the following certifications preferred:
MCSA 2016 or higher , MCSE 2016 or higher , CCNA Routing & Switching, CCNP Routing & Switching, CCNP Collaboration, Juniper Enterprise Routing & Switching, VMware VCP 6.
0 or higher , Microsoft Azure Network Engineer Associate SUPERVISION:
NonePHYSICAL DEMANDS:
Ability to stand, sit or walk for extended periods Ability to stoop, kneel, crouch or crawl Reaching by extending hand(s) or arm(s) in any direction Communications skills using the spoken word Ability to see within normal parameters Ability to hear within normal range Ability to move about Ability to multi-task and support work in a fast-paced environment.
Ability to lift 50 pounds Working Environment:
Moderate noise (business office) Exposed to cold temperatures in the data center.
Occasionally visit job sites in plants and outdoors, exposed to extreme hot/cold/wet weather conditions.
recblid 74n95hmix68pbu0fmyx2bh8wqcpxan Recommended Skills Cisco Certified Network Associate Cisco Certified Network Professional Client Server Models Communication Dns Data Analysis Estimated Salary: $20 to $28 per hour based on qualifications.
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