Position Overview

• You are self-motivated and are constantly innovating and driving positive change, but more importantly, consistently delivering mind-boggling results.
• You encourage safe and efficient network operations by monitoring network performance, coordinating planned maintenance, adjusting hardware components, and responding to connectivity issues.
• You propose projects that increase network reliability and analyze network technologies that could address future issues.
• You are innovative and committed to keeping the network reliable and ensuring users stay connected with a suite of applications, products, and services.
• You're looking for a team committed to your growth through training, mentoring, and teambuilding opportunities.
• You want to join a forward-thinking team that will bring the best out of you.
• You are excited to engage in a varied list of projects and eager to “dive right in.”
• You thrive in a fast-paced environment.... there's never a dull moment here!

This position reports to the Information Technology Director and exercises no direct supervision of staff. This position may provide lead direction to other classifications in the division.

This is a single-position class responsible for designing, planning, implementing, and maintaining the City's computer network infrastructure, including hardware, operating systems, and desktop/network applications. Responsibilities include maintaining network firewalls, routers, servers, SAN, and switches, administering the e-mail system, and providing technical support to City staff in all departments. This class is distinguished from the Information Systems Analyst series by a higher level of responsibilities and broader scope of required knowledge of all hardware and software utilized by the City. This class is further distinguished from Information Technology Director by the latter's full management and supervisory responsibility in planning, organizing, and directing the full scope of operations within the division.

Responsibilities

ESSENTIAL RESPONSIBILITIES
The following tasks are representative and not to be considered all inclusive.

• Design, implement, and upgrade network architecture, including planning for expansion and new construction
• Monitors the performance of the network, telecommunications, and wireless systems
• Develop network disaster recovery plan and perform periodic recovery testing
• Install and upgrade network, telecommunications, and wireless hardware and software
• Troubleshoot network and wireless operation and connectivity issues
• Maintain and support VoIP telecommunications system
• Coordinates and supervises outside vendors performing specialized network activities
• Administer city servers including e-mail, database, file/print, web, and application machines
• Provide backend web server support and technical assistance to the city's webmaster position
• Install, upgrade, and patch city servers
• Monitor the performance of the server systems
• Administer and maintain City SAN environment
• Maintain network, server, and desktop security
• Maintain the integrity of the network environment including monitoring HVAC, UPS and generator failovers and coordinating repairs as necessary
• Design, test, and implement data backup plan
• Initiate bi-annual network security audit
• Plan, prioritize and implement projects related to the city network
• Work with city departments to verify compatibility of new technologies and aid in integrating with the current network
• May coordinate and supervise outside vendors as required
• Maintain building access security software including assisting Human Resources with the activation and de-activation of user credentials
• Keep abreast of emerging network technologies and threats and their possible impact on the city
• Interface with other local and regional network administrators to discuss common issues and opportunities
• Research, recommend, and purchase network related equipment and software
• Coordinate with the others in the department on the purchasing and management of network licensing
• Document network and network processes and procedures

• Acknowledge customers when they enter a city facility by greeting them with a smile and positive tone of voice whether in person, on the phone or in email.
• Gather necessary information to assist the customer. Where possible, handle issues/questions/requests without transferring customer to someone else.
• Seek out answers to questions first; if unsuccessful provide name/contact information of someone who can assist.
• Listen, understand, and clarify to gain in depth understanding of the needs to ensure they are being met.
• Address difficult or contentious issues in a constructive manner.
• Be positive and enthusiastic when speaking with customers.

• Be courteous and polite.
• Treat customers with dignity and respect.
• Understand customer's expectations and treat them as a priority.
• Actively listen and give customer undivided attention.
• Appreciate differing perspectives, opinions, and needs.
• Demonstrate integrity and build trust through credibility, reliability, commitment, and ethical behavior.

• Provide prompt and reliable service.
• Respond to phone/email as soon as possible.
• Follow through in a timely manner on commitments made to customers and provide estimated timeline for completion.
• Change voicemail and email when out of office/unavailable and provide alternate contact person for customers.
• Demonstrate a "can-do" approach.
• Exhibit problem-solving skills leading to sound judgment and quality decisions.

Qualifications

Education: A four year degree in computer science or related field, and at least five years of network administration in a Windows & TCP/IP network environment

- OR -

A combination of equivalent skills and experience.

MCSE, Cisco, Network+ certifications preferred.

Experience: Advanced Windows (TCP/IP) network operating system and desktop support. Advanced understanding of TCP/IP, DNS, Active Directory, Exchange Server , Windows Server, IIS, SQL database design and VMWare administration. General firewall, VPN concepts and configuration, and understanding of VoIP telecommunications systems required. Advanced skills in Office Suite and Outlook use and troubleshooting a must. Palo Alto, Cisco, Mitel, Aruba, ESRI and Tyler Technologies software experience preferred.

Required Licenses/Certifications: Requires a valid driver license.

Knowledge, Skills, & Abilities

• Knowledge of principles and practices of information technology network administration, network security policies and procedures, backup procedures and information systems pertaining to City departments.
• Knowledge of network systems analysis and troubleshooting principles and procedures.
• Advanced knowledge of Active Directory, Windows Server, IIS, and general systems administration.
• Advanced knowledge of firewall, VPN concepts and configuration, and VoIP telecommunications systems.
• Advanced knowledge of wireless networks design and administration.
• Advanced knowledge of computer repairs.
• Knowledge of TCP/IP networks and Internet connectivity.
• Knowledge of applicable federal, State, and local laws, codes, and regulations.
• Knowledge of research techniques, methods, and procedures.
• Knowledge of technical report writing practices and procedures.
• Knowledge of principles and procedures of record keeping and reporting.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to translate technical information into an easy-to-use format for end users.
• Ability to work effectively with a wide variety of people, including staff, contractors, and the general public.
• Ability to work in large project groups focused on an extended goal, and/or as a project lead for cross-functional projects.
• Ability to communicate effectively, both verbally and in writing.
• Must be organized, independent, and a self-starter.

Additional Information

Work Environment: Incumbent works in an office environment with moderate noise levels and controlled temperature conditions. Employees may interact with upset staff and/or public and private representatives. May be required to work outside of normal work hours such as evenings, early mornings, and/or weekends.

Physical Requirements: Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various City and meeting sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 50 pounds.

Mental: The position incumbent works in a fast-paced office environment characterized by frequent deadlines, interruptions, and highly complex decisions. Work is performed independently and often requires compliance with policies and procedures. Most problems are difficult with precedent occasionally available. An incumbent has significant control over the planning and performance of the work. Creativity and problem solving skills are required to solve problems which have a considerable complexity and where precedent is limited. Ability to understand technical documentation, identify problem areas, and find solutions to those problems is required. Also must have the ability to identify needed preventative maintenance, prioritize jobs, and work effectively with a wide variety of people.

Equipment used: Personal computers, network servers, LAN and WAN hardware (Routers, switches, etc.), network/phone diagnostic equipment, light hand tools, and general office equipment.