Network Help Desk Technician - Ocala Fiber Network New

Duties

ESSENTIAL JOB FUNCTIONS

• Create and monitor service desk tickets
• Perform first call resolutions for common issues, customer training, and advanced troubleshooting and support
• Escalate directly to Network Engineer
• Basic network troubleshooting of the fiber connection to the customer’s premise
• Maintains Technical Support Help Desk to provide technical support and user assistance on a variety of issues. Responds to telephone calls, emails, and personnel requests for technical support.
• Maintains a help desk trouble call database to prioritize and monitor reported problems to insure timely resolution.
• Assists in implementation of new connections and the associated training as required.
• Ensures proper change management procedures are followed and backups are made before implementing any changes.
• Assists in maintaining an accurate inventory of network equipment
• Provides supervisor with progress/status updates on a regular basis or upon request and ensures supervisor is informed of any scheduling delays or conflicts.
• Remains cognizant of and works towards department mission and goals.
• Utilize excellent customer service skills and exceed the customers’ expectations
• May need to work irregular hours and be on-call.
• Performs testing and installation of electronics hardware used in implementing telephone services
• Monitors and analyzes system traffic and performance for problem indication. Determines causes of problems and initiates corrective action.
• Responsible for executing software changes and modifications to the PBX system
• Works with the Network Engineering team as a technical back-up for the data network.
• Performs CAT-5 installation, testing, and troubleshooting when required

NONESSENTIAL JOB FUNCTIONS

• Shares tips, techniques, and information with peers.
• Attends and participates in various meetings as required.
• Performs other work as assigned.

Minimums

MINIMUM QUALIFICATIONS

• High school graduate or GED.
• Courses in computer science from a technical school or college preferred.
• Minimum of 1 to 2 years of technical support in software and network experience.
• An equivalent combination of training and professional experience may substitute for educational requirements.

LICENSES/CERTIFICATES

• Must possess and maintain a valid Florida Operators Driver’s License with an acceptable driving record.

RESIDENCY REQUIREMENT

• Must be able to be onsite within sixty minutes when called for an emergency.

How to apply

KNOWLEDGE, SKILLS, AND ABILITIES

• Proficient in network configuration and network environments with good diagnostic and troubleshooting abilities.
• Familiar with network protocols and network components.
• Experience in troubleshooting multiple MS Windows environments: 7, 10, Server 2008, Server 2012.
• Advanced experience in MS Office applications and their integration with other application systems at the premise.
• Experience in physically and remotely installing/connecting network equipment in a variety of deployment environments.
• Ability to provide exceptional customer service, maintain patience and remain calm in stressful situations.
• Ability to relate instructions and answer questions in non-technical terms to address individuals on their level. Can provide organized and informative direction to customers.
• Effectively utilizes time management to perform multiple tasks concurrently and meet established deadlines.
• Relies on instructions and pre-established guidelines to perform the functions of the job. Works under general supervision.
• Ability to read and comprehend technical and business material to stay abreast of technology trends and changes.
• Ability to learn new methods, procedures, and operations.
• Ability to communicate effectively, orally and in writing.
• Ability to work well in a team environment
• Ability to establish and maintain effective working relationships with the general public, employees, and public officials.
• Ability to maintain a flexible work schedule.

This is not necessarily an exhaustive list of all responsibilities, knowledge, skills, and abilities, associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technological developments.)