What are the responsibilities and job description for the Network Admin / Tier 2 Help Desk position at CW Resources, Inc.?
We are seeking a skilled and proactive IT Tier 2 Helpdesk/Network Administrator to join our team in a dual role, encompassing Level 2 Helpdesk Support. The ideal candidate will have a strong background in network administration and possess the ability to provide advanced technical assistance to end users, and possess strong knowledge of Office 365 products, Microsoft Admin Center, Azure Cloud services, and Power Bi. This role requires in-depth technical knowledge, excellent problem-solving skills, and a commitment to meeting Service Level Agreements (SLAs) while delivering exceptional customer service.
Why Choose CW Resources?
- National Non-Profit
- Mission-based, Meaningful Employment
- Support Diversity
- Connect and Contribute to Your Community
- Work with Exceptional Employees
- Great Benefits (based upon position and hours)
- Earn PTO
- Training, Support & Fun!
What are the essential duties of Tier 2 – Network Administrator?
Mission & Culture: All employees are required to uphold the mission and values and conduct themselves with the highest level of professionalism
Network Administration:
- Design, configure, and maintain network infrastructure to ensure optimal performance, security, and reliability.
- Monitor network systems, identifying and resolving issues to minimize downtime and disruptions.
- Implement and manage network security measures, including firewalls, VPNs, and intrusion detection systems.
- Collaborate with cross-functional teams to plan and execute network expansion and upgrades.
- Maintain accurate and up-to-date network documentation, diagrams, and configurations.
Level 2 Helpdesk Support:
- Provide advanced technical support to end-users, addressing complex hardware, software, and network-related issues.
- Diagnose and troubleshoot problems using advanced techniques and expert knowledge.
- Escalate and collaborate on complex issues that require specialized expertise within the team.
- Manage and prioritize support tickets through the helpdesk ticketing system, ensuring timely resolution within SLAs.
- Assist in creating and updating knowledge base articles for user self-service troubleshooting.
- Participate in user onboarding and training to ensure effective utilization of IT resources.
Network Security:
- Implement and maintain security protocols and best practices to safeguard network integrity and protect against cyber threats.
- Monitor network traffic for suspicious activities and respond to security incidents.
- Conduct regular security audits and vulnerability assessments to identify and address potential risks.
Performance Optimization:
- Analyze network performance data, identifying areas for optimization and improvements.
- Implement strategies to enhance network efficiency, speed, and reliability.
- Collaborate with vendors and service providers to ensure the smooth operation of network equipment and services.
Helpdesk Skills:
- Ability to diagnose and resolve complex technical issues effectively.
- Proficient in managing support tickets and meeting SLAs.
- Strong communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
- Excellent problem-solving abilities with a methodical approach.
Customer Focus:
- Dedication to providing exceptional customer service.
- Ability to empathize with end-users and address their concerns.
Certifications:
- Relevant certifications such as Cisco Certified Network Associate (CCNA), CompTIA Network , Microsoft 365
- Certified: Modern Desktop Administrator Associate, or equivalent, are a plus.
What are the required skills, abilities & knowledge?
- Proficiency in configuring and managing network devices, protocols, and services to ensure efficient data communication.
- Strong problem-solving skills to diagnose and resolve complex network issues, ensuring minimal downtime and disruptions.
- Knowledge of network security principles and hands-on experience implementing security measures to protect against unauthorized access and cyber threats.
- Network Monitoring and Analysis: Ability to monitor network performance, analyze traffic patterns, and optimize network resources for improved efficiency.
- Skill in maintaining accurate and detailed network documentation, including diagrams, configurations, and policies.
- Can provide prompt and effective support to end-users, addressing network-related queries and issues. Additionally, must be available to provide on-call support on a rotational basis after regular business hours.
- Ability to work with IT teams to configure and maintain computer systems, applications, and network devices.
- In-depth understanding of networking protocols, including TCP/IP, DNS, DHCP, VPN, and others.
What are the qualifications & educational requirements?
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- A minimum of five (5) years of experience in network administration and technical support roles.
- Previous experience providing Level 2 technical support in an IT helpdesk environment.
What are the preferred qualifications & educational background?
- Proficiency in network design, configuration, and troubleshooting.
- Strong knowledge of Power Bi, Power Shell, and Scripting for Group Policy and more.
- Leverage strong knowledge of Office 365 products and services, including Microsoft Admin Center and Azure Cloud services.
- Implement and maintain Office 365 applications, ensuring seamless integration with the network environment.
- Utilize Azure services to enhance network performance, scalability, and efficiency.
- Employ Power BI to create data visualizations and reports, providing valuable insights into network performance and utilization.
- Collaborate with HRIS staff to gather, process, and analyze company-related data.
- Strong knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN, etc.).
- Experience with network security measures, including firewalls, VPNs, and intrusion detection systems.
- Familiarity with network operating systems (Cisco, Fortinet, etc.).
- Understanding of virtualization and cloud networking concepts.
- Knowledge of network backup and disaster recovery solutions.
- Knowledge of CMMC, and NIST compliance is a plus.
What are the environmental & physical demands encountered in this job?
- The job often requires prolonged periods of sitting in front of computers, working at desks, and standing while attending to servers or network equipment.
- IT Network Administrators may need to lift and carry computer equipment, servers, or other hardware components, which can vary in weight. The ability to lift and move equipment safely is essential.
- The job may involve fine motor skills and manual dexterity to connect cables, configure hardware, and perform other technical tasks.
- Good vision is crucial for reading technical documentation, configuring systems, and troubleshooting issues. · · Adequate hearing is necessary to communicate effectively with colleagues and users.
- In server rooms, the temperature can be cooler due to the need to maintain optimal conditions for equipment. In contrast, office environments typically have controlled temperatures.
- Server rooms can be noisy due to cooling systems, fans, and other equipment. Office environments are generally quieter but may still have some ambient noise.
- IT Network Administrators work with electrical equipment and devices. Knowledge of electrical safety practices is essential to minimize the risk of accidents or injuries.
- While there may be occasional tasks that require physical activity, much of the work involves using computers, managing systems, and troubleshooting, which do not involve extensive physical exertion.
Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. CW Resources, Inc. is proud to be an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and ensuring a workplace free from all forms of discrimination or harassment. We strongly encourage women, people of color, people with disabilities, people who are veterans, people who identify as LGBTQ and members of ethnic minorities to apply!
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Please E-mail CWHumanResources@cwresources.org to submit a request for accommodation with the application process
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