CHARACTERISTICS OF THE CLASS
The Network Administrator’s role is to ensure the stable operation of the in-house computer network. This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links. The person will also analyze and resolve end user hardware and software computer problems in a timely and accurate fashion, and provide end user training where required. Work is reviewed through observation, periodic reports, and for results obtained.
Perform Level 2 troubleshooting and Return to Service as quickly as possible within the stated SLAs of network service outage effecting enterprise services. Virtual Infrastructure support. Monitor and analyze data and voice network traffic to troubleshoot issues and Return to Service within the stated SLAs. Provide requirements and validation for service changes for Change Management to ensure continuity of service and minimize disruptions to existing services. Provide support to maintain and expand the Problem Management knowledge base to assist in troubleshooting and systemic improvements. Participate in the design, planning, and implementation of infrastructure solutions including redundancy, capacity planning, load balancing, end-to-end QOS, disaster recovery, and emergency operations center operations.
Work assignments come from the RemedyForce Service Desk, assigned Project Management tasks, and IT processes. Work is performed with considerable independence.
Work is reviewed through observation, periodic reports, and for results obtained. Performs other related work as required.
Reports to the Information Technology Infrastructure Supervisor.
EXAMPLES OF DUTIES
A. ESSENTIAL FUNCTIONS
Strategy & Planning:
Plan network capacity based on growth and project requirements.
Collaborate, on policies, procedures and associated training plans for network resource administration, appropriate use, and disaster recovery.
Collaborate on changes to service level agreements with end users.
Acquisition & Deployment:
Install, configure, maintain, and troubleshoot network hardware, configurations, and network connected devices.
Interact with vendors and contractors assistance in planning and deploying network products and services.
Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.
Ensure network connectivity to all network connected devices.
Troubleshoot all network hardware and equipment, including routers, switches, hubs, and UPSs.
Administer all network equipment and associate firmware and software upgrades.
Administer moves, adds, and changes for Alcatel and Cisco Telephony.
Ensure network assets are properly documented and inventoried.
Assist Service Desk in maintaining end user accounts, permissions, and access rights.
Monitor and test network performance and provide network performance statistics and reports.
Schedule and perform network improvements, upgrades, and repairs.
Confers with users and others in the deployment of new network systems and assist in the implementation of network based applications.
Documents network configurations; develops and tests procedures necessary to convert to required systems; tests network components.
Examine and evaluate network hardware performance and configurations to improve effectiveness.
Follows procedures to implement change requests user change or project requests.
Acts as liaison between vendors and city staff members.
Schedules preventative maintenance and service calls for network and telephony hardware.
B. PROCESS EXECUTION
The Applications Administrator will perform and oversee responsibilities by following ITIL practices listed below:
- Incident Management
- Request Fulfillment
- Problem Management
- Change Management
Executing the above practices include: (1) becoming proficient (2) complying with the established procedures; (3) achieving performance targets; (4) identifying, recommending, and implementing approved improvements; (5) improving process cycle times, throughput, and reducing costs.
Interface with vendors and associations for new technology, standards, and vendor technical assistance.
Interface with team members, shared services applications, and customers on requirements and acceptance of service changes.
Interface with business unit personal for business, customer, and user requirements.
Interface with users for problem identification and resolution.
Interface with network engineers, system administrators, and shared services application developers for ITIL process and functional execution and incident and service request escalation.
Interface with incident management teams to capture problem identification information.
Provide second level support to “Return to Service” and “Service Requests” in accordance to performance SLAs.
Provide assistance with Incident Management, Change Management, and Problem Management to improve the all infrastructure and application services in accordance to performance SLAs.
Ability to evaluate new technology advances and develop more efficient methods in information services.
Ability to maintain budgetary control of software systems.
Ability to present projects clearly and concisely orally and in writing to Information Technology users.
Knowledge of system analysis and design procedures.
Ability to direct a highly competent, technical staff.
Knowledge of the operating characteristics, capabilities, and limitations of computer equipment.
Knowledge of research techniques, methods and procedures.
Knowledge of block diagramming, flow charting, input/output and files design and programming practices.
Ability to conduct tests, analyzes test results, detect programming errors and take proper corrective steps.
Ability to prepare comprehensive written reports and present recommendations orally and in writing.
Ability to review software systems to check effectiveness.
Ability to establish and maintain good working relationships with associates and the general public.
Skill in the application of computer principles to administrative needs.
A. TRAINING AND EXPERIENCE
Bachelor’s Degree from a college, university, or vocational school in Computer Science, Math, Business Administration, or a related field, supplemented by five years of experience in network and server administration, or Associate’s Degree and 7 years of experience. Must have experience in configuring and supporting switches and routers, and storage area networks. Certification Required: Current (Valid) Cisco Certified Entry Networking Technician (CCENT) or higher. Certifications Preferred: Microsoft Certified Professional, and Cisco Certified Network Professional (CCNP).
B. KNOWLEDGE, SKILLS, AND ABILITIES
Working technical knowledge of current network and PC operating systems
Working technical knowledge of current network hardware, protocols, and standards
Hands-on hardware troubleshooting experience.
Good understanding of the organization’s goals and objectives.
Knowledge of applicable data privacy practices and laws.
Knowledge of operating characteristics, capabilities, and limitations of electronic computer equipment.
Knowledge of network analysis and design procedures and techniques.
Knowledge of research techniques, methods, and procedures.
Broad array of knowledge of PC/Server/Networking hardware and ability to research best hardware solutions as may be required.
Knowledge of the Internet.
Ability to present oral and written reports clearly and concisely.
Ability to conduct tests, analyze test results, detect configuration errors, and take proper corrective steps.
Ability to document configurations, special instructions, changes, and write detailed user instructions.
Ability to establish and maintain effective working relationships with management, employees, City officials, and the public.
Ability to communicate with and maintain necessary records required by the help desk to ensure end-user satisfaction.
Skill in the application of computer principles to administrative needs.
C. PHYSICAL AND MENTAL REQUIREMENTS
Ability to read and comprehend technical manuals.
Ability to work in heat, cold, around noise, and other undesirable environmental conditions.
Ability to hear and comprehend conversation spoken in various tones of voice at various speeds.
Ability to see, write quickly, speak and comprehend conversation and symbols in English.
Ability to read fine print on computer paper, computer equipment, and see lights on equipment.
Ability to use hands, wrists, and fingers to write and type.
Ability to lift weights not to exceed fifty (50) lbs., and carry for distances not to exceed twenty (20) yards items that may seem awkward.
Ability to bend, stoop, kneel, and squat.
Ability to work regularly scheduled and unscheduled overtime hours.
Ability to work in confined spaces.
Ability to deal tactfully with deadlines, interruptions, and users.
This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary. This job description does not constitute a written or implied contract of employment.
Revision Date - 03/05/2018