Network Support Technician

Job Description

Job Title

Position Title: Network Support Technician        

Location: Fisher Building

Salary: $52,530.00 -  $68,289.00

Reports to: Network Architect

Bargaining Unit: N/A

Benefits Eligible: Yes

Position Summary: 

As a significant member of the Technology Division’s Field Services Team, the Network Support Technician will provide network support services to users in a timely, accurate and efficient manner, using the district service management tool.  The Network Support Technician will deliver and configure network infrastructure equipment, services and solutions needed to support connectivity for computer devices in the District’s LAN/WAN environment.  The Network Support Technician performs day to day field installation, configuration, service, preventative maintenance and decommission of network equipment and telecommunication devices.  As a network services professional, the Network Support Technician will apply their technical skill and ability to troubleshoot, diagnose, mitigate and resolve issues based on best practices and district policies and procedures. The successful candidate for this role will demonstrate strong technical abilities but will understand how their work impacts customer service and satisfaction. In this role, the Network Support Technician will proactively seek opportunities for professional learning and growth. A combination of strong technical and soft skills are a must.

Minimum Qualifications:

• Associate degree or higher in Information Technology field is preferred 
• Equivalent work experience in networking or related technical/computer support role is required.
• Network+, CCENT/CCNA certifications are preferred 
• Minimum of three (3) years as a network technician or relevant experience 
• Knowledge of LAN/WAN networks, TCP/IP protocols and other network technologies 
• Prior experience with VoIP, QoS and IP telephone technologies preferred 
• Proficient with Microsoft Office 365/Suite products such as Word, Excel, PowerPoint, Outlook, Teams and SharePoint 
• Proven technical ability to diagnose and perform routine maintenance on computers and network infrastructures 
• Outstanding troubleshooting, problem-solving and analytical skills. 
• Knowledge of TCP/IP, including packet-level traffic analysis helpful 
• Familiar with network diagnostic, monitoring and analysis tools (e.g. Cisco Prime Infrastructure, SolarWinds, SNMP network tools). 
• Prior experience with Cisco wireless equipment a strong plus 
• Ability to manage multiple priorities and meet deadlines in a challenging work environment 
• Ability to communicate technical information to teachers, students, staff and community stakeholders in a clear and concise manner 
• Ability to perform physical tasks such as lifting and moving up to 50 pounds  
• Must have reliable transportation for frequent travel between schools and central office 

Essential Functions:

1. Provide onsite and remote support for WAN/LAN, Wi-Fi, internet, servers, video and VoIP solutions as a level two support for escalated issues. 
2. Serve as the network support expert and escalation point on the Field Services team for computer network issues and routine infrastructure maintenance. 
3. Configure, install, maintain and support routers, network switches, wireless controllers and access points. 
4. Document recommended policy for firewall rules to deny or allow network traffic. 
5. Upgrade operating systems for firewalls and traffic analyzers.
6. Troubleshoot repair of network connectivity for remote sites at school locations. 
7. Perform network and equipment upgrades including IOS, image upgrades and configuration changes. 
8. Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.
9. Provide technical support and lead temporary installations for district events such as board meetings, community workshops or expos, including periodic weekend and evening events.
10. Leverage the District’s IT service management (ITSM) platform to manage and prioritize service requests and projects, document details of diagnoses, recommendations and resolutions for work completed, request appropriate escalation, and communicate updates on service requests. 
11. Collaborate with the Technology Infrastructure team to ensure changes to the network follow established design and enforce system standards. 
12. Collaborate with the Technology Infrastructure team to make sure changes to the network continue to optimize network performance. 
13. Participate in after-hours maintenance windows to partner with network engineers to update, change, and install various systems. 
14. Build user technology competency and awareness by updating the ITSM knowledgebase with known issues, resolutions, and frequently requested tasks/questions. 
15. Provide technical consultation and/or service, as well as coordination with vendors and district partners, for equipment upgrades and building enhancements through construction or expansion projects, including walkthroughs and site surveys.
16. Perform duties in alignment with established policies, and procedures, as well as serve as an agent to inform others of new policies, procedures, and change management.
17. Demonstrate professionalism, courtesy, and empathy through customer service while working with all stakeholders exemplifying and modeling the core values of the District.
18. Perform other duties as assigned by supervisor.

Security Clearance:

Internal Applicants

If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.

External Applicants

In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.

Method of Application:

Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.

Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.

Applicants requesting assistance during the application process should contact the Office of Human Resources via email at [email protected] or phone at (313) 873-6897.

DPSCD does not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, disability, age, religion, height, weight, citizenship, marital or family status, military status, ancestry, genetic information, or any other legally protected category, in its educational programs and activities, including employment and admissions. Questions? Concerns? contact the Civil Rights Coordinator at (313) 240-4377 or [email protected] or 3011 West Grand Boulevard, 14th Floor, Detroit MI 48202.