County of Alameda

DESCRIPTION

Under general supervision, provides telephone and on-site technical support to County Departments through the Network Services “Level II” Help Desk function; assists users in the installation, maintenance, repair, troubleshooting, and upgrades of a variety of Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN); maintains and upgrades network hardware and software, particularly as related to LAN/WAN/VPN systems; works closely with vendors and operational department staff to define and resolve computer and network problems; performs related duties as assigned.

DISTINGUISHING FEATURES

Network Support Technician II is the journey working level in the network support class series. Positions in the class of Network Support Technician II differ from those in the next lower class of Network Support Technician I by the handling of the more complex projects and user requests such as overseeing and participating in LAN/WAN/VPN installation with vendors. Incumbents may act as lead Technicians, whereas incumbents in the class of Network Support Technician I are entry level staff, working on less complex network tasks and problems.

This class series is distinguished from other Information Technology Department support staff by the emphasis on network systems, as contrasted to personal computer or mainframe technology. It is further distinguished from the Network Services Analyst class series by the latter’s project leadership or supervisory responsibilities and the requirement to provide design and architectural changes to the County network systems. Network Support Technicians I/II receive supervision and work assignments from a Network Services Analyst or higher classification. Network Support Technicians II may act as a lead technician during assignments.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all duties listed.

1. Uses software manuals and operating systems aids to resolve network problems; tracks and reports on status of problems; records and tracks problem logs.

2. Works closely with users to define problems; instructs users in the use of network and other data communications systems.

3. Provides network and user support and processes user requests, as well as coordinating the consultation and advice on network problems.

4. Installs and maintains within specifications, wide area network (WAN) devices, telecommunication systems and related hardware including UTP, STP, and fiberoptic cabling.

5. Configures, updates, tests, installs and maintains all hardware and software related to the operation of LAN/WAN communications; conducts and performs network equipment inventory.

6. Works closely with vendor and manufacturer staff to coordinate installation and maintenance projects and to determine and correct problems that may occur during start-up and operation.

7. Installs and configures a variety of data communications equipment, including hubs and bridges.

8. Analyzes problems and proposes corrective actions to departmental LAN administrators; manages physical security and privacy of network systems; implements resolutions as required.

9. Performs network problem resolution to ensure a large network remains operational around the clock.

10. Assists supervisor with correspondence, manuals and procedures related to network problem resolution.

11. Replaces computer hardware and software and troubleshoots related problems at remotes sites, 24 hours per day, seven days per week.

12. Maintains accurate records and files related to work performed; maintains inventory records and documents network installations and configurations.

MINIMUM QUALIFICATIONS

Either I:

The equivalent of one year of full-time experience in the class of Network Support Technician I in the Alameda County classified service. (Non-classified includes District Attorney’s Office, Hospital Authority, and the Consolidated Courts.)

Or II:

The equivalent of two years of recent full-time paid experience in the class of Computer Operator I, or an equivalent or higher level Information Technology classification in the Alameda County classified service. (Non-classified includes District Attorney’s Office, Hospital Authority, and the Consolidated Courts.)

Or III

The equivalent of three years of full-time experience in the administration of Local Area and/or Wide Area Network systems and/or technical support.

Special Requirements

Advanced technical training in Network Engineering, operating systems such as Windows NT, Netware and/or academic course work in the computer sciences or technologies, specifically LAN administration, is highly desirable.

The Network Services Division operates on a 24 hour-per-day, 7 day-per-week, 365 day-per-year basis. In order to provide these services, all Network Services Division employees may be required to work grave, swing and day shifts, as well as weekends and holidays as necessary.

License/Certificate:

Possession of a valid California Motor Vehicle Operator’s license is an ongoing requirement.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

· County local area and wide area networks, applications and software packages.
· Operating systems, computer systems used throughout the County.
· Network system documentation and procedure standards.
· Certain positions may require knowledge of specialized operating systems software and/or specialized network software.

Ability to:

· Resolve basic network problems.
· Read, interpret, and follow software, applications, and operating systems manuals and other written and oral instructions.
· Install routers, controllers, hubs, switches and wiring, PC and teleprocessing terminals as appropriate, cables, modems and related equipment.
· Record accurate status of work in process or work completed.
· Work well with others.
· Function effectively under general supervision.
· Write clear and concise documents and reports.
· Speak clearly and concisely, communicate effectively with others so as to be clearly understood on the telephone and in person.
· Communicate technical details to users, programmers, vendors, and others in an effective and understandable manner in order to achieve timely problem resolution.
Recover from system malfunctions.
· Operate Personal Computer hardware and peripheral equipment and related operating systems and software used within the County Departments.

CLASS SPEC HISTORY

Old document: JO:jc
1803h
6/98
New document: Jobspecs/1803-1804
ys/12/00

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Well-Being

• Medical – HMO & PPO Plans
• Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage for eligible employees) 
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Catastrophic Sick Leave
• Pet Insurance
• Commuter Benefits Program
• Guaranteed Ride Home
• Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
• Employee Discount Program (e.g. theme parks, cell phone, etc.)
• Child Care Resources
• 1^st United Services Credit Union 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.