IT Network Technician

The primary function of the Network Technician is to serve as the technical owner of assigned agency network infrastructure across headquarters and remote facilities. The position is responsible for analyzing operational needs, developing network solutions, planning and implementing approved changes, and maintaining secure, reliable connectivity. Working under the general direction of the IT Director and in coordination with IT Manager and systems administrators, the employee exercises independent technical judgment and is accountable for network performance, documentation, and resolution of recurring problems. Helpdesk and end-user support remain required responsibilities alongside the role’s principal network analysis, planning, and improvement responsibilities. Furthermore, the position supports ACT’s purpose and objectives by respecting and adhering to all policies and procedures of the Agency.

Essential Functions include but are not limited to:

• Network ownership and planning. Maintain an improvement and maintenance plan for assigned networks; identify reliability, capacity, security, and equipment lifecycle needs; establish priorities and present technical recommendations to the IT Director.
• Requirements and systems analysis. Consult with departments and IT staff to assess operational needs, application dependencies, and connectivity requirements; translate findings into documented network functional specifications and evaluate alternative solutions.
• Network design and implementation. Develop, document, test, and modify network configurations and designs based on approved requirements, including switching, routing, VLANs, wireless coverage, firewall rules, VPNs, and resilient connectivity. Evaluate security, service impact, and compatibility before deployment.
• Change responsibility. Own assigned network changes from technical assessment through implementation and acceptance testing. Prepare implementation and rollback plans, coordinate maintenance windows, verify results, and maintain accurate configuration records.
• Reliability and problem resolution. Analyze monitoring data, logs, traffic patterns, and recurring incidents; determine root causes; select corrective approaches within delegated authority; and verify that changes resolve the underlying problem.
• Network security and recovery. Evaluate network segmentation and access controls, remediate vulnerabilities, maintain configuration backups, and test restoration and failover procedures. Coordinate incident containment and recovery with the IT Director and designated security personnel.
• Projects and vendor coordination. Lead technical execution of assigned network upgrades and site deployments; develop technical specifications, evaluate vendor proposals, coordinate carrier and integrator work, and validate completed installations against requirements.
• Documentation and accountability. Maintain network diagrams, addressing plans, inventories, configuration standards, and operating procedures. Report availability trends, unresolved risks, corrective actions, and project progress to the IT Director.
• Be aware of the potential safety and security factors throughout the transit facility and follow all applicable policies and procedures of the Agency. Responsible for reporting any known or potential safety and/or security factor immediately to an appropriate supervisor, including any employee not following the policies and/or safety procedures.
• Attends work regularly and prepared to complete work duties.

Helpdesk and Operational Support

• Provide courteous onsite and remote support; triage, prioritize, document, and resolve tickets
  involving connectivity, hardware, software, printers, peripherals, and approved applications.
• Maintain ownership of assigned requests through resolution or coordinated escalation.
• Deploy, configure, troubleshoot, repair, and replace endpoints and approved software; maintain asset records and support patching, endpoint protection, and secure configuration.
• Support Microsoft 365, Active Directory, Microsoft Entra ID, accounts, permissions, and multifactor authentication within approved access and authorization procedures.
• Support network-connected voice, IP video surveillance, electronic access control, and cellular systems in coordination with system owners and vendors.
• Explain technical issues clearly, assist users with approved technology, maintain knowledge-base articles, and use recurring support issues to identify broader network or service improvements.
• Participate in after-hours maintenance, outage response, recovery exercises, and site visits as required. Follow agency safety, confidentiality, procurement, and change-management requirements; perform related duties consistent with the position.

Decision-Making Authority and Accountability

Independently analyze technical problems, compare alternatives, develop recommendations, and implement approved solutions within delegated authority. Own assigned network outcomes and coordinate dependencies with other IT staff. The IT Director retains approval of agency-wide architecture, security policy, expenditures, and high-impact production changes. Escalate material outages, cybersecurity events, safety concerns, and decisions outside delegated authority promptly. General oversight does not replace the employee’s responsibility to develop sound technical solutions and follow them through completion.

Non-Essential Functions

• Provide backup support for printers and other network-attached devices.
• Performs other duties as assigned.

• Bachelor’s degree in information technology, computer networking, computer science, cybersecurity, or a closely related technical field.
• Current CompTIA Network+ certification.
• At least two years of progressively responsible business IT support experience, including demonstrated network configuration, troubleshooting, and implementation responsibilities.
• Demonstrated knowledge of TCP/IP, routing, switching, DHCP, DNS, VLANs, Wi-Fi, VPNs, firewalls, structured cabling, and network diagnostic tools; working knowledge of Windows, Microsoft 365, Active Directory, and Microsoft Entra ID.
• Ability to analyze requirements, evaluate technical alternatives, prepare implementation and recovery plans, work independently, and communicate effectively with technical staff and end users.
• Ability to travel among agency facilities and participate in required after-hours work.
• Ability to maintain, in a confidential manner, all information received.
• Business casual appearance.
• Must have valid driver’s license and acceptable driving record.

Preferred Qualifications

• CompTIA Security+ certification.
• Experience with Meraki networking, enterprise monitoring, network security, redundant connectivity, and multi-site infrastructure.
• Experience supporting voice, IP cameras, electronic access control, or operationally critical transportation or government environments.

Working Conditions and Physical Requirements

Normal working conditions for this position are typical of an office environment, equipment rooms, transit facilities but may include travel to park and ride lots and transit centers to work outside on equipment. Capacity and willingness to work beyond scheduled hours when needed to meet critical deadlines. Travel is minimal.

The physical requirements of the position include sufficient hand, arm, and finger dexterity to operate computer keyboard and/or repair/build equipment; visual acuity to read words, numbers and graphic work; speaking and hearing ability sufficient to communicate in person or over the phone; ability to sit, stand, kneel, bend, walk and may require placing oneself into small areas (e.g. under desks, seats of bus) for repairs. Lift up to 50 pounds unassisted.