Network Support Specialist

The Network Support Specialist provides technical support for the City of Monroe’s network, computer systems, telecommunications systems, and related technology infrastructure. This position performs hands-on technical work involving the installation, configuration, maintenance, monitoring, and troubleshooting of network infrastructure, hardware, software, telecommunications systems, and other City technology. This position reports directly to the IT Director and requires practical technical knowledge, strong troubleshooting and customer service skills, and the flexibility to contribute to a variety of Information Technology projects and initiatives.

EXAMPLES OF DUTIES:

• Assists with the installation, configuration, maintenance, monitoring, and troubleshooting of switches, wireless access points, network connections, and related network equipment.
• Troubleshoots basic to intermediate wired and wireless network connectivity, Internet access, and other network-related issues.
• Assists with TCP/IP, IP addressing, VLANs, DHCP, DNS, wireless networking, VPN connectivity, and other network services.
• Assists with network equipment replacement, upgrades, configuration changes, testing, and maintenance.
• Installs, tests, troubleshoots, and maintains network cabling, patch panels, equipment connections, and related infrastructure.
• Assists with monitoring network availability and performance and appropriately escalates complex network and infrastructure issues.
• Maintains network closets, equipment inventories, technical documentation, network records, and other infrastructure information.
• Provides technical support for desktop and laptop computers, operating systems, software applications, printers, peripheral equipment, mobile devices, and other City technology.
• Installs, configures, maintains, upgrades, and troubleshoots computer hardware, software, and peripheral equipment.
• Assists with Active Directory, user accounts, security groups, permissions, Group Policy, Microsoft 365, and related identity and access functions.
• Assists with Windows Server, virtualization, backup and recovery, and related infrastructure as assigned.
• Provides support for VoIP telephones, extensions, voicemail, telecommunications equipment, and related services.
• Supports cybersecurity practices, endpoint security, secure access, software updates, patching, and other security-related activities as assigned.
• Responds to technical support requests and works with users to diagnose and resolve hardware, software, connectivity, and access issues.
• Provides technical support in technology projects, system upgrades, installations, infrastructure improvements, and other departmental initiatives.
• Coordinates with vendors, service providers, and contractors as necessary and performs other related duties as assigned by the IT Director.

TRAINING AND EXPERIENCE:

• Bachelor's degree in Information Technology, Computer Information Systems, Computer Science, Cybersecurity, Network Administration, or a closely related field; or an equivalent combination of education, professional certifications, technical training, and relevant experience.
• A minimum of two (2) years of hands-on information technology experience involving technical support, computer systems, networking, or related technology infrastructure is preferred.
• Relevant networking, systems, cloud, or security certifications are desirable.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Practical, hands-on experience supporting information technology systems in a work or production environment, with foundational networking knowledge and the ability to troubleshoot common technology problems.
• Working knowledge and practical experience with several of the following: TCP/IP, basic IP addressing and subnetting, switching and VLAN concepts, DHCP, DNS, wired and wireless networking, network switches and access points, and network cabling.
• Working knowledge of Windows desktop operating systems, computer hardware, printers, peripheral equipment, Active Directory, Microsoft 365, VoIP, endpoint security, and cybersecurity best practices.
• Ability to troubleshoot technical problems, identify appropriate solutions, recognize when an issue requires escalation, and learn and support new technologies and platforms.
• Strong problem-solving skills, sound technical judgment, attention to detail, and the ability to prioritize assignments and maintain accurate technical documentation.
• Ability to communicate effectively with technical and non-technical personnel, provide professional customer service, maintain confidentiality, and work independently and collaboratively as a member of the Information Technology team.

WORKING CONDITIONS:

• Requires participation in an on-call rotation and may require work outside normal business hours, including evenings, weekends, holidays, or overtime for maintenance, outages, emergencies, and operational needs.
• Requires travel between City facilities and work in server rooms, telecommunications rooms, equipment closets, and other technology locations.
• Physical activities may include lifting and moving technology equipment, climbing ladders, working underneath equipment, and working in confined spaces.

LICENSES AND CERTIFICATES:

• Valid State of Louisiana Driver's License.

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person