Camp Robinson, AR
Education/Certifications: BA/BS degree (desired)
Years of Experience: 10+ years relevant experience (desired)
Clearance Level & Investigation: Secret
IA Cert Level (DoD 8570.01): DoDD 8140 within 6 months
Job Description:
The Network Support Technician – Senior is responsible for managing tasks required to meet cable and telecommunications service requirements. This role will support running/ troubleshooting network wiring, installing network drops, and installing network hardware and battery backups to support network hardware. This primarily includes the resolution of all network trouble tickets, with critical classroom outages resolved within 4 hours, and the timely completion of planned projects like switch and battery installations. The Senior Network Support Technician will also support all required documentation, such as the annual Cable Infrastructure Assessment Report and as- built schematics for all completed infrastructure changes. Additional responsibilities include, but are not limited to:
- Provide cable/telecommunications services.
- Deliver annual Cable Infrastructure Assessment Report with recommendations for maintenance, repair, and installation.
- Complete all approved maintenance, repair, and installation tasks within 2 days of receiving Government-provided materials.
- Deliver updated “as-built” schematic to Customer within 5 business days of completing any cable installation or infrastructure change.
- Troubleshoot network issues and diagnose problems using Customer-owned LAN testing equipment (currently Fluke); respond to all network trouble calls IAW Customer-defined timelines.
- Diagnose and resolve network issues affecting classrooms and other designated critical areas within 4 hours of notification; log record of resolution in helpdesk system upon completion.
- For non-critical network issues, diagnose problem and deliver Troubleshooting and Recommended Solution Report to Customer within 24 hours; implement all approved solutions within 48 hours of receipt.
- Complete installation of network switches and all related connections within 2 business days of receiving materials provided for approved projects.
- Install battery back-up units and related equipment per approved work orders submitted through help desk.
- Manage all relevant tickets within helpdesk system by providing initial response to all new submissions within 24 hours and resolving tickets according to assigned priority level (4 hours for Critical priority tickets, 3 business days for High priority tickets, and 10 business days for Normal priority tickets).
- Following resolution of tickets, follow up with customer within 48 hours to confirm issue has been resolved to satisfaction.
- Estimated 4 new installation projects per month and 15 cable/network trouble calls or tickets each week.