Network Support Technician

Responsibilities

• Monitors network-related incidents and requests escalated from the Service Desk and resolves assigned tickets involving network and infrastructure systems.
• Documents network troubleshooting activities, configurations, and resolutions in accordance with departmental documentation standards.
• Identifies, analyzes, and resolves network and infrastructure issues using advanced troubleshooting tools, logs, and collaborative problem‑solving techniques.
• Provides professional customer service by communicating status, impacts, and resolution details related to network and infrastructure incidents.
• Performs advanced network troubleshooting to determine root cause of outages, performance degradation, or configuration issues.
• Installs, configures, and supports network infrastructure devices, including switches, wireless access points, firewalls, and related systems, following enterprise standards.
• Collaborates with other IT teams to resolve issues that span network, server, and application responsibilities as needed.
• Provides technical guidance and knowledge transfer to other technicians related to network infrastructure, configurations, and troubleshooting practices.
• Supports and troubleshoots network‑connected devices and services in coordination with other technicians and infrastructure teams.
• Participates in network and infrastructure projects, such as network refreshes, wireless upgrades, server replacements, and technology modernization initiatives.
• Supports network‑dependent systems and services, ensuring connectivity, performance, and compatibility with enterprise applications and platforms.
• Provides technical input and factual analysis to support team decision‑making and infrastructure planning efforts.
• Develops and maintains detailed network documentation, including diagrams, configurations, installation procedures, and troubleshooting guides.
• Coordinates vendor support and service calls for network hardware and infrastructure components, including warranty and non‑warranty repairs.
• Maintains accurate records of network incidents, repairs, and vendor interactions related to infrastructure maintenance.
• Installs, maintains, and supports specialized network or infrastructure‑related software and services as assigned.
• Evaluates, tests, and recommends network technologies and solutions, including hardware and software, to improve reliability and performance.
• Assists with the configuration, troubleshooting, and support of network connectivity, including switches, VLANs, and wireless access.
• Performs other related duties as assigned.
• Ability to lift up to 50 lbs and stoop, climb a ladder, squat, push, crawl, and bend in all types of weather.

• Monitor, configure, maintain, and optimize enterprise network infrastructure including Aruba switches, wireless access points, cabling, and supporting systems to ensure availability, performance, and standards compliance.
• Install, configure, maintain, and support physical servers used for network and infrastructure services, including hardware lifecycle management and redundancy validation.
• Administer virtual server environments (Hyper‑V and HCI), including provisioning, maintenance, performance monitoring, and high‑availability configurations.
• Serve as a Tier 3 escalation resource to diagnose, troubleshoot, and restore down or degraded network devices and services within established response time expectations.
• Design, implement, and validate secure access controls, file server permissions, DFS configurations, and group‑based ACLs in accordance with least‑privilege and security standards.

• Initiative:
  Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.
• Communication:
  Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.
• Customer Service:
  Works well with clients and customers (i.e., business office, public, or…