Network Associate

Texas ESC Region 16•Amarillo, TX

3d•Onsite

About The Position

Primary Purpose: To perform managed services as necessary in providing local area network maintenance support as well as help desk assistance and support to the Region 16 ESC clientele. This will include assisting the Technology Specialist as required to ensure that end users and/or clients are receiving appropriate assistance. The Technology Associate is responsible for ensuring high customer service quality and availability. He/she is self-motivated with excellent teamwork skills and the discipline to work exceptionally well on his/her own if required. The Technology Associate possesses strong organizational and communication skills, including the ability to disseminate information and knowledge while listening and putting into practice advice and instructions.

Requirements

High school diploma or GED required
Computer-related degree/certificate from an accredited education entity required (two years of related work experience may be substituted for this requirement)
Knowledge of network, PC, and Microsoft operating systems required
Knowledge of current network protocols required
Knowledge of Active Directory required
Knowledge of local area network administration required
Hands-on software and hardware troubleshooting experience required
Experience with data management required
Valid state-issued driver's license required
Experience documenting and maintaining configuration and process information required
Must be an outstanding team member and team player
Must be eager to learn and share new knowledge
Must be a self-starter
Must display responsibility by assuming personal accountability for own work

Nice To Haves

Network or operating system-related industry-recognized certifications preferred

Responsibilities

Provides Level 2 technical assistance to Region 16 Education Service Center clientele as needed
Manages and supports all network circuits related to school district connections
Coordinate with the Managed Services team and Network Security team to reinforce action from the schools on vulnerability scans and other communications from that team
Trains, coaches, and mentors Technology Support Assistants and other junior staff
Manages the processing of incoming calls to the Help Desk via telephone, web-based, and e-mail to ensure courteous, timely, and effective resolution of end-user issues
Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary
Assists Technology Administrator and/or participating LEAs with the installation, monitoring, maintenance, support, and optimization of all network hardware, software, and communication links
Works with and supports all Region 16 ESC staff in the fulfillment of client-contracted services
Manages WAN end-user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance
Supports the Region 16 ESC VoIP software, hardware, and network infrastructure, as necessary
Supports Office 365, Google, WAN, users, and systems
Assists with network and security audits as required
Performs and tests routine system backups and restores as required
Assists in identifying, troubleshooting, and resolving hardware and software problems on servers and workstations
Practices network asset management, including maintenance of a LAN and WAN network component inventory
Supports application development teams throughout project lifecycles as required
Performs software and hardware improvements, upgrades, patches, reconfigurations, and/or purchases as identified by the Managed Services Supervisor or designee
Maintains an up-to-date WAN router and switch configuration inventory
Manages WAN malware protection at contracted districts as defined by supervisor
Manages WAN anti-virus protection at contracted districts as defined by supervisor
Manages WAN data encryption measures as defined by supervisor
Maintains open communication and confidentiality with client schools
Periodic travel is required
Maintains a work schedule that will provide 7 days a week and 24-hour availability for support of the related networks and devices
Maintains a functioning cell phone and is accessible through this phone as deemed appropriate by the Chief Technology Officer
Reports for work ready to perform responsibilities
Performs duties that directly and/or indirectly impact student performance in Region 16
Maintains a professional level of confidentiality regarding all ESC matters
Supports the mission, goals, and objectives of the ESC strategic plan
Upholds and adheres to safety rules and policies of the ESC safety program
Performs professional responsibilities as required by ESC policies, processes, and procedures
Manages time, calendar, and job responsibilities to meet deadlines
Meets proficiency level of required technology skills as outlined by supervisor
Incorporates appropriate technology in daily work and exhibits continual growth in technologies as outlined by supervisor
Performs other duties as assigned