What are the responsibilities and job description for the Resident Service Support Specialist (DWDM) position at The Copper River Family of Companies?
The Resident Service Support Specialist is a dedicated, on-site professional responsible for providing technical assistance, troubleshooting, and maintenance of IT systems within a specific location or organization. This role ensures smooth day-to-day operations by addressing technical issues promptly, supporting end-users, and optimizing system performance. The ideal candidate is a proactive problem-solver with strong technical expertise and excellent customer service skills.
Key Responsibilities:
Operate, monitor, and maintain Dense Wavelength Division Multiplexing (DWDM) transport networks.
Diagnose and resolve issues related to optical transmission, signal degradation, or equipment failures.
Perform testing, provisioning, and integration of new DWDM circuits or devices.
Collaborate with vendors and service providers to ensure optimal system performance and reliability.
Provide first-line support for hardware, software, and network-related issues.
Respond to and resolve tickets in a timely manner via phone, email, or in-person assistance.
Troubleshoot system errors and implement appropriate solutions to minimize downtime.
Monitor and maintain IT systems, including servers, workstations, and network equipment.
Perform regular system updates, patches, and backups to ensure system integrity.
Ensure compliance with organizational IT policies and security protocols.
Assist staff in understanding and using technology effectively.
Conduct training sessions and create user-friendly documentation for common processes.
Maintain excellent communication with users to manage expectations and provide updates on issue resolution.
Install, configure, and maintain hardware and software systems.
Manage inventory of IT assets and ensure timely procurement and replacement of equipment.
Collaborate with vendors for repairs or upgrades as needed.
Maintain detailed logs of issues, solutions, and system changes.
Provide regular reports on system performance and support activities.
Participate in audits and ensure compliance with regulatory requirements.
Act as a key participant in planning and implementing IT changes, ensuring minimal disruption to business operations.
Evaluate the impact of changes to systems, processes, and user workflows.
Create and execute change management plans, including communication strategies, training sessions, and performance metrics.
Collaborate with stakeholders to gather input and ensure smooth adoption of new technologies or processes.
Maintain documentation of changes, including risk assessments, testing outcomes, and post-implementation reviews.
Monitor network performance and troubleshoot connectivity issues.
Ensure network security by understanding firewalls, VPNs, and other security measures.
Assist with setting up and managing wired and wireless network infrastructure.
Essential Job Qualifications:
Education:
- Bachelor's degree
Experience:
- 3 years in a technical support or IT system administration role.
- DWDM Transport: Experience with DWDM transport systems, including provisioning and maintenance. Knowledge of optical transport systems and DWDM. Experiencetransitioning Time Division Multiplexing (TDM) technologies to DWDM.
Technical Skills:
Proficiency in operating systems (e.g., Windows, macOS, Red Hat, Linux).
Proficiency with DWDM Management Systems including Ciena Site Manager and Ciena Manage, Control, and Plan (MCP) Domain Controller.
Knowledge of networking protocols and hardware.
Familiarity with common software applications, troubleshooting tools, and IT frameworks.
Familiarity with change management tools and IT frameworks.
Certifications (required):
DWDM Transport: Certifications compliant with DOD 8140.03M
On-site role requiring physical presence at the designated location.
May involve lifting or moving IT equipment.
Occasional after-hours or weekend work to address critical issues or system updates.
About Copper River & The Native Village of Eyak:
Owned by the Native Village of Eyak (NVE), a federally recognized Alaska Native Tribe, the Copper River Family of Companies are a collection of entities that deliver a complementary set of solutions and services to support the diverse missions and requirements of our clients. Proud participants of the Small Business Administration's (SBA) 8(a) Business Development Program since 2006, our companies consist of both current and graduation SBA 8(a) entities. It is our collective purpose to support the Tribe and diversify the NVE's ability to facilitate economic advancement.
The income generated from our companies helps the Native Village of Eyak fund health and social services, economic development, natural resource/environmental education, jobs, job training, and other benefits to the NVE in a manner that is consistent with Alaskan Native cultural values and traditions.
Copper River's Culture
The Copper River Family of Companies has a positive, supportive, and thriving culture. At the foundation of our culture is a focus on collaboration. No matter your role or which operating company you work for, we are ONE TEAM working toward the same goals for our customers and for our collective owner- The Native Village of Eyak. How we treat each other is just as important as the work we deliver.
Benefits
- Comprehensive medical, dental, and vision coverage
- Flexible Spending Account - healthcare and dependent care
- Health Savings Account - high deductible medical plan
- Retirement 401(k) with employer match
- Open leave policy and paid holidays
- Additional benefits including tuition reimbursement, transportation expense account, employee assistance program, and more!
Note: These benefits are only applicable to full time, regular associates at Copper River.
Disclaimer:
The Copper River Family of Companies provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
