Airport Network Support Administrator I

Position Title:

Airport Network Support Administrator I

Job Description:

Under the guidance of the Systems Engineering Manager, the Network Support Administrator I acts as the first point of contact for users seeking technical assistance and completes tasks pertaining to supporting customers that use the department’s computer, phone, and data network resources. This includes assisting in installing, configuring and maintaining networked desktop computers, laptops, mobile devices, printers, phones, data equipment, and software applications. Responsibilities include providing onsite and remote technical support for department staff and working with the Network Engineering Team in resolving issues involving network connectivity, throughput, and overall LAN performance.

Various work schedules may be required to accommodate the hours that the Help Desk and onsite technical support staff are available for customers. Weekend work and on-call work may be required.

About the Position:

As an Airport Network Support Administrator I, you’ll be a key resource for airport staff, providing onsite and remote technical support for computers, mobile devices, printers, phones, network equipment, and software. You’ll troubleshoot hardware, software, and connectivity issues, assist with network and cybersecurity support, and work closely with Network Engineering to maintain reliable voice and data services across the airport. In this role, you'll support the technology that keeps airport staff connected and airport operations running smoothly.

Position Hourly Range:

$31.07 - $34.53/hr based on qualifications and experience.

This position is eligible for full city benefits, including:

• Health Insurance

• Dental, Vision and Life Insurance

• Paid vacation and personal leave

• 6-12 weeks of paid parental leave available

• Retirement contributions toward a pension plan and/or 401(k)

• A robust Employee Assistance Plan (EAP)

• Up to $4,000 tuition reimbursement annually

• Discounted supplemental benefits like pet insurance and legal services

Typical Duties:

• Assists customers using desktop and mobile computer systems and devices by troubleshooting hardware and software problems, such as system compatibility and configuration issues, hardware failures, and provides end-user training.

• Installs, configures, and maintains desktop and mobile computer systems using various tools such as: imaging software, package creation and deployment software, and PC remote support software. Installs, configures, and maintains network printers and associated print drivers. Installs, configures, and maintains wireless network products, such as air-cards and wireless network interface controllers (WNIC), etc.

• Answers and resolves trouble calls from customers over the phone and in person. Must use and understand the call taking process and utilize the help desk ticketing system to document all solutions and to share knowledge.

• Assists with PC life cycle management processes such as: technology purchasing, data retention and deletion, inventory surplus, etc.

• Provides software integrity while meeting licensing requirements for all LAN software, including the evaluation of potential software products, maintaining licensing requirements set forth by the manufacturers and the City, and installing accurate and timely software upgrades.

• Documents all essential technical processes and procedures ensuring that repeatable processes are in place, shared and followed.

• Works with the Network Engineer and Cybersecurity Teams to implement and maintain City-wide security for remote and internal users.

• Assists with network backup and restore processes.

• Analyzes functionality of voice and data communication and network equipment. This can include but is not limited to configuring, diagnosing, and repairing telephone services, VoIP services, and voicemail PBX communication systems.

• Creates, configures, and maintains scripts and software automation. This can include but is not limited to configuring, diagnosing, repairing, upgrading, and optimizing VBScript, AutoIt, AutoHotkey, batch files, and Bash.

• May supervise apprentice and/or interns.

• Performs various other duties as assigned.

Minimum Qualifications:

• Graduation from an accredited college or university with an Associate’s degree in computer science or other closely related field and two (2) years paid employment in the field of computer support supporting PCs (using Windows OS). Education and experience may be substituted on a year-for year basis.

• Possession of one (or more) of the following certifications may also be required (depending on position requirements): current Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Office Specialist Master, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Professional (MCP), HP Printer Support, HP Hardware Support, Cisco Certified Entry Networking Technician (CCENT), CompTIA A+, CompTIA Network+, CompTIA Security+.

• Working knowledge of Microsoft operating systems, topologies and protocols.

• Must be able to demonstrate considerable and highly technical knowledge of personal computer hardware, peripherals, operating systems, and network operating systems, including installation procedures, architecture and trouble-shooting techniques.

• Knowledge of principles of data communications and related equipment.

• Ability to communicate clearly, both verbally and in written form. Ability to listen and understand system user problems and needs.

Working Conditions:

• Moderate physical effort. Moderate lifting required, intermittent sitting, standing and walking. Intermittent exposure to moderate noise levels. Comfortable working conditions.

• Regular exposure to stressful situations as a result of human behavior and the demands of the position.

• Attends meetings, conferences, workshops and training sessions to become and remain current on the principles, practices and new developments in assigned work areas.

Career Ladder Note:

• After all qualification requirements for a Network Support Administrator II are met, incumbent may be promoted to a Network Support Administrator II with approval of CIO and Department Head, provided sufficient funding is appropriated for the impacted budget year.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

POSITION TYPE

Full-Time

DEPARTMENT

Airport

Full Time/Part Time:

Full time

Scheduled Hours:

40