Glenwood Telephone Membership Corporation. Network Support Specialist/System Administrator POSITION DESCRIPTION

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1 Glenwood Telephone Membership Corporation Network Support Specialist/System Administrator POSITION DESCRIPTION This position supports the company s mission statement by providing quality service to our customers while supporting their IT related needs. Customer service skills and technical expertise are essential in providing the highest quality service in these areas. Position Title: Division: Department: Status: Supervisor Title: (assigns work, gives direction and answers questions) Evaluators: (Evaluates work of employee) In-put: Direct Reports: Network Support Specialist/System Administrator Blue Hill, NE Information Technology Full-time/Exempt Network Supervisor Network Supervisor General Manager Lead Network Support Technician Management Team Customers N/A By: Alan Selby Director of Operations Glenwood Telephone Membership Corporation Page 1 of 5 Effective Date: 10/07/08 Review Date: 06/01/12 Review Date: Review Date: Review Date: Review Date:

2 ESSENTIAL RESPONSIBILITIES/JOB TASKS 1. 60% Performs tasks which ensure the stability of customer s IT infrastructures for the purpose of meeting the established maintenance agreements. Tech will establish customer rapport and meet timelines as he becomes the focal point for the customers IT needs. Tasks may include infrastructure documentation, performing periodical maintenance as scheduled, monitoring and maintaining corporate IT infrastructures, diagnosing troubles, installing new servers and workstations, consulting on data migration, backup, and restoration, and maintaining and installing software. Monitored by the Network Supervisor, Lead Network Support Technician and through review of plans and feedback from customers % Assesses needs and develops technical solutions for the purpose of satisfying potential IT Consulting customer needs. Tasks may include meeting with potential customers to evaluate network infrastructure and connectivity, recommend periodical maintenance schedule, tasks and timeline, define network monitoring needs, and assist with development of IT consultation contracts. This task requires communication with customers. Monitored by the Network Supervisor, Lead Network Support Technician and feedback from customers. 3. 5% Assists with the maintenance of Glenwood s network infrastructure, servers, and software programs for the purpose of ensuring effective use of the internal network. Responsibilities include the daily upkeep of internal servers, workstations, and associated software. Tasks may include installing, configuring, or troubleshooting various Microsoft Windows server/workstation platforms, maintaining/troubleshooting network printers and peripherals, installing and maintaining user software, managing and tracking local domain resources (including user and accounts), working with the Network Engineer to ensure that company data and network resources are secured and safeguarded, recommending upgrades, etc. Monitored by the Network Supervisor, Lead Network Support Technician and through periodic meetings and feedback from internal customers. 4. 5% Assists with PC repair operations for the purpose of ensuring service is provided in a timely and professional manner consistent with our standards. Tasks may include helping repair technicians with troubleshooting PC problems, upgrading systems, keeping abreast of latest viruses and spyware, and remaining knowledgeable about software and hardware. Monitored by the Network Supervisor, Lead Network Support Technician and through feedback from customers and other technicians. 5. 5% Handles network/computer related support calls and site visits for the purpose of responding to customer questions and problems and resolving them in a timely and professional manner consistent with our standards. Tasks may include assisting customers in figuring out network or computer troubles, diagnosing problems, recommending solutions, walking customers through fixes, entering troubles into the Page 2 of 5

3 OSS, following up with customers etc. Monitored by the Network Supervisor, Lead Network Support Technician and through feedback from customers. 6. 5% Installs/troubleshoots broadband Internet for the purpose of ensuring the customer receives the service they have purchased through Glenwood. Tasks may include talking to the customer about the install in advance, wiring DSL in Central Office, installing NIC or ONT at customer s house, changing Internet settings, pulling/troubleshooting network/phone cabling, going into attics or crawl spaces when necessary, etc. Monitored by the Network Supervisor, Lead Network Support Technician and through feedback from customers. Additional Job Tasks Provides customer service for the purposes of ensuring customers receive the level of service Glenwood is committed to providing. Assists in generating business for Glenwood during the sales process for the purpose of ensuring the Company is properly promoted so as to increase the likelihood of sales. Continually looks for new and improved ways of completing the above functions. Other tasks as assigned by supervisor will be performed in order to address unexpected situations or needs that may arise. RESPONSIBILITIES: This position requires the ability to participate as a member of a team to complete tasks and engage in problem solving activities. Also, must relate well with others since information has to be obtained on occasion from others and informal training/coaching provided. There is internal and external contact at all levels of organizations requiring negotiation, persuasion, and diplomacy with customers and vendors. LATITUDE: Most duties are assigned with the performer planning and arranging tasks in order to accomplish responsibilities. Problem solving is accomplished independently most of the time. Some decisions not effecting other departments can be made independently in accordance with company policy. All purchase requests are referred to the supervisor. IMPACT OF POSITION: Successful completion of essential job tasks ensures efficient use of time and effective completion of job duties. Errors are not easily detected and are not subject to detailed review. This can result in errors significantly effecting relationships, loss of customers, and moderate monetary impact. CUSTOMER SERVICE/INTERACTION: Daily phone, written, and face-to-face interaction with employees throughout the company to perform job functions. Page 3 of 5

4 Customers are contacted daily by phone, written, and face-to-face written means to perform job functions. ESSENTIAL SKILLS & REQUIREMENTS: EDUCATION: Associate s degree in CIS, IT, or computer science, preferred. High school diploma, required. SKILLS: Administrative Technical Human relations Conceptual Decision making Problem solving Written communication Oral communication Phone Math Computer EXPERIENCE: Two years in the Windows operating system, required. One year in PC troubleshooting, required. One year in networking, required. A+ certified, preferred. MCSA certified, desired. LICENSE: Valid Nebraska driver s license and a good driving record, required. EQUIPMENT: Computer, phone, and general office equipment Page 4 of 5

5 PHYSICAL: Frequent bending, carrying, manual dexterity, squatting, twisting, turning, and lifting up to 40 lbs independently, required. Frequent visualizing of a computer screen, required. TRAINING: Safety training within the company successfully completed within six months, required. A+ certification outside of the company completed within six months, required. N+ certification outside of the company completed within eighteen months, required. Certification training outside of the company completed as needed. Ongoing training as required by the company. WORK CONDITIONS: Office environment 80% Field conditions in all types of weather 20% OTHER: Occasional overnight travel, required Frequent travel by vehicle, required. Occasional air travel, required. Occasional flexible hours, required. Frequent call rotation, required. EMPLOYEE SIGNATURE: DATE: SUPERVISOR SIGNATURE: DATE: Page 5 of 5

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