SUMMARY:

This position within the InterMountain Technology Department is accountable for ensuring continuity of user requests for computer users and the customer experience associated with the services requested. Under the direction and/or consultation of Zone Leader, provide the expertise necessary to support technology related project goals based on the needs of the end-user(s) and the agency. Rely on knowledge and experience to successfully execute a variety of complicated tasks.

KNOWLEDGE:

QUALIFICATIONS:

• To perform this job successfully, an individual must be able to perform each responsibility and essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Individual will hold a valid driver’s license and have reliable, insured transportation.

EDUCATION / WORK EXPERIENCE:

• Network experience with appropriate education, certification, training or equivalent
• Minimum of 3 years of experience in the networking field or a related area is preferred

SKILLS:

• Proficient skills in customer service and satisfaction
• LAN and WAN including telecom and Internet access
• Excellent organizational skills with ability to work accurately with attention to detail
• Clear understanding of networking, computer hardware, software, and their interaction
• Extensive knowledge of a variety of software including Operating Systems, Server Administration, Active Directory, E-Mail, Microsoft Office, Filtering and Monitoring, Remote Access and Anti-Virus
• Willingness to learn and adapt to new systems and procedures
• Working knowledge of technology planning, E-Rate and budgeting processes

• Ability to work cooperatively as a team member with strong interpersonal , written and verbal communication skills
• Ability to identify and resolve problems in a timely manner, gather and analyze information skillfully
• Ability to respectfully manage difficult situations, respond promptly to needs and solicit feedback to improve services
• Ability to prioritize and plan work activities and use time effectively
• Demonstrate accuracy and thoroughness, monitor own work to ensure quality and applies feedback to improve performance
• Ability to meet productivity standards and complete work in a timely manner
• Ability to adapt to change in the work environment, manage competing demands and able to deal with frequent changes, delays or unexpected events  
• RESPONSIBILITIES and ESSENTIAL FUNCTIONS:
•  

1. Acts as the first point of contact for problem resolution and technical assistance from IMESD user community
1. Takes technical support requests from users utilizing the IT HelpDesk software
2. Assigns, monitors tickets and manages requests with the HelpDesk system software
3. Follows-up on customer service satisfaction
4. Trouble-shoots computer, software, and telecom configuration on site, and over the phone, utilizing remote management tools as required
2. Collaborates with IMESD Information Technology department staff to address requests for service and solve specific problems
3. Follows established guidelines and utilizes IT purchasing system for technology purchases
4. Assists with planning and project management for the design, implementation, and support of technology solutions
5. Isolate problems from symptoms, determine alternatives, recommend a solution, and effectively communicate these aspects to management, peers and users
6. Maintains an expert technical skill level in multiple aspects of technology
7. Assists with day to day maintenance and operations of server systems and supporting software
8. Ensures daily system backups, verification, and restoration of data
9. Provides documentation, project tracking and management reporting
10. Maintains a current knowledge of computers, servers, switches, wireless, access points, and other misc. equipment
11. Understands basic wiring technology, modems, telco, and other aspects of data communications
12. Understands and uses diagnostic tools and software for network problem determination
13. Assists with coordination for computer, server, and network equipment purchases and upgrades
14. Creates, maintains, prioritizes, schedules and communicates a list of tasks to be completed to Director and/or Zone Leader at a minimum of monthly basis
15. Develops specifications for a variety of technology projects, including determining end-user needs, cost-effectiveness, setting timelines, and communicating with appropriate people
16. Takes immediate action, seeks assistance when necessary in response to emergency and outage management situations
17. Understands the customer environment, both current, and future needs
18. Communicates effectively, both in person and on the phone, with customers, other support service agencies and vendors, at all levels
19. Encourages team members to increase networking technology expertise and experiences
20. Develops and maintains systems documentation utilizing SharePoint, typically for multiple customers and/or sites

1. Establishes and maintains effective working relationships with customers, staff and vendors

1. Handles sensitive and privileged information with the highest degree of confidentiality and integrity
2. Performs other reasonable duties that from time to time may be assigned to meet the usual and unusual demands placed on the organization