Senior Technology Support Specialist

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job; however, any additional duties will be reasonably related to this class.

Summary Description

Under general direction, has district-wide responsibility for all aspects of information technology and data/voice infrastructure; provides enterprise and department-level technology support; partners with District computing to ensure compatible interchange of District and Campus supported data.

This is the advanced journey level class in the Technology Support Specialist series. The Senior Technology Support Specialist class has a broad responsibility for the design, implementation, and support of an enterprise-level network infrastructure at a district location. Positions at this level are distinguished from other classes within the series by the level of responsibility assumed and the complexity of duties assigned. Employees perform the most difficult and responsible types of duties assigned to classes within this series including full responsibility for a large Wide Area Network. Positions in this class may provide lead direction to Technology Support Specialist I/II positions. Employees at this level are required to be fully trained in all procedures related to assigned area of responsibility.

Representative Duties

The following duties are typical for this classification.

1. Designs, installs, configures, and maintains software, hardware, network systems, computer labs, and data lines; troubleshoots, repairs, and maintains LAN systems, including computers, servers, routers, switches, and other peripherals and their related software and accessories.

2. Manage the entire lifecycle of servers, storage and network equipment within the facility. Including receiving, racking, maintenance, and recycling.

3. Identifies and corrects complex network problems; analyzes campus district service requests and develops solutions.

4. Collaborates with District Computing Services to ensure compatible interchange of District and campus data; consults with faculty and staff to develop solutions for office and lab technology; provides direction and oversight to vendors to ensure achievement of District goals.

5. Maintains enterprise network hardware, operating system software, systems software packages, and applications; maintains and updates network system security.

6. Design, install, configure, and maintain Virtual Infrastructure systems (Citrix, VMWare, Windows-V) including hypervisor hardware, shared virtualization storage and resources, and individual virtual machines.

7. Maintains and communicates implementation schedules for the application of corrective maintenance; to resolve known network problems and maintain network stability and security.

8. Participates in developing, establishing, and documenting procedures for the proper use and support of enterprise network hardware and software.

9. Provides technical analysis and advice to district users to allow successful planning for network configuration changes.

10. Plans, researches, and recommends changes to the enterprise network hardware and software configuration based upon District needs, technological advances, and cost-effectiveness.

11. Manages the college's information assets, including data, intellectual property, and licenses; ensures compliance with licensing agreements.

12. Develops bid specifications for the procurement of new hardware, software, or other services.

13. Installs, tests, implements, and maintains enterprise network hardware and software, including network hardware, operating systems, system management software, specialty network management or security-related systems, virtual infrastructure systems, WAN systems, LAN systems and other devices.

14. Monitors network utilization data and implements recommendations to better utilize resources for optimal performance and cost-effectiveness.

15. Provides guidance, training, and instruction to lower level technology staff and student assistants.

16. Stays abreast of advances in technology and keeps current on relevant technology changes.

17. Performs related duties as required.

QUALIFICATIONS

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

• Advanced knowledge of computer hardware, software, and network operations, protocols, and capabilities.

• Network systems software and hardware.

• Varied data center hardware and software including stand-alone servers, blades, blade enclosures, storage devices, and the associated management software

• Various virtualization technologies and their attendant requirements (e.g. VMWare, Citrix, Windows Hyper-V)

• Network security management systems.

• Project management concepts.

• Microsoft and Linux servers and their operating systems.

• User account administration.

• LAN design, software installation, and operation; LAN and WAN security protocols.

• Budgeting principles and practices.

• Computer hardware, software, and peripheral installation and operation.

• Telecommunication installation and troubleshooting.

Ability to:

• Perform technology and product research, testing, installation, customization, and support.

• Install computers, servers, hubs, and telecommunications lines.

• Install and configure software applications on LANs.

• Diagnose, troubleshoot, and rapidly respond to Virtualization specific issues as they arise related to hypervisors or virtual machines.

• Plan for, implement, modify, and triage data center resources including but not limited to, storage, connectivity, power usage, and rack space.

• Respond to user requests for assistance and provide technical support for computer and network malfunctions.

• Diagnose equipment and software problems using software and hardware based diagnostic tools.

• Assist in the analysis of telecommunication system requirements.

• Research, follow, implement and adapt to changing technology trends as related to all aspects under the purview of the position including emergent technologies, changes in software and network security, and storage technologies and strategies.

• Read, interpret, and apply detailed technical written and oral instructions.

• Learn District and College organization, operations, policies and objectives.

• Plan and organize work.

• Understand and follow oral and written instructions.

• Communicate clearly and concisely, both orally and in writing.

• Establish and maintain effective working relationships with those contacted in the course of work.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily indoors with travel to various locations to provide user support and attend meetings.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to travel to various sites throughout the day; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents; and to operate assigned equipment.

Hearing: Hear in the normal audio range with or without correction.