Under the direction of the Network Manager, this position must provide users guidance and first
level support by assisting in problem resolution. This position acts as the key contact for
onsite and remote users for terminal and production problems and inquires. Ability to handle and triage
first level support calls. Requires familiarity with IP infrastructure, Network System monitoring system
and PC hardware. May include teaching and training responsibilities. Provide onsite/on the floor hardware
and technical support and problem resolution as required including off hours and as needed. Using network
monitoring tools and established procedures, continually monitor designed network and system monitoring
devices, reporting any problems to the responsible groups. Assist in Data Center monitoring, completing
operational logs and Data Center support when required. Provide backup support to the Telecomm.
Manager as required. Responsible for installing and troubleshooting both Telecomm. and Data wiring.
Combination of relevant education and experience may be considered in lieu of degree.
High school diploma or GED required
2 year Associate degree - Information Technology related field preferred
Non degree program - Informational Technology related field preferred
Vocational/Technical degree - Information Technology related field preferred
1-3 years customer service related field required
1-3 years related information technology filed required
Excellent communication skills, excellent interpersonal skills required
Microsoft skills required (Access, Excel, Powerpoint, Publisher, Word)
Multiple telephone operational skills required
Strong customer service skills, decision making ability and issue resolution ability required
Teaching and training experience desired