SANTA CLARA COUNTY OFFICE OF EDUCATION

Personnel Commission

CLASS SERIES TITLE: Network Technician/Network Analyst

DESCRIPTION OF BASIC FUNCTION AND RESPONSIBILITIES

To perform technical support services of routine to moderate difficulty for users of the County Office of Education and school districts; to provide hardware and software installation, configuration, maintenance, and upgrades; to repair computers, peripheral equipment, as well as local area networks and wide area networks; and to document technical and network related problems.

The Network Technician and the Network Analyst serve as an alternate class series. Incumbents may be employed at either level depending on their qualifications. Incumbents initially employed into the entry level classification of Network Technician may reasonably expect to be reassigned to the journey level classification of Network Analyst within a two-year period and upon completed coursework in internet network communications.

A Network Technician is responsible for providing users with technical support services within a local area network environment of the County Office of Education. Incumbents are entry level network administrators and are expected to be aware of and utilize expert technical resources. Employees in this class level receive direct supervision within a framework of standard policies and procedures. This job class requires demonstrated skills related to computer hardware and software and local area networks.

A Network Analyst provides users with technical support services within the local and wide area network environment of the County Office of Education. Incumbents are journey level certified network administrators and are expected to be aware and utilize expert technical resources. Employees in this class level receive general supervision within a framework of standard policies and procedures. This job class requires demonstrated skills and training related to computer hardware and software, Internet support as well as local and wide area networks.

This class series is distinguished from the higher job classes of Network Enterprise Engineer and Telecommunications Analyst in that these job classes provide technical support services for the LAN, WAN, data/voice communications and telecommunications systems environment, respectively, requiring higher skills, responsibility and expertise. These higher job classes typically work independently on complex, project-based assignments

• Provides technical support to users regarding hardware, software, and network related problems

• Identifies problem sources to resolve hardware and software failures and malfunctions

• Provides specialized user support services including the timely diagnosis and resolution of problems and malfunctions in computer applications

• Performs setup and installation of computers, networks, peripherals, and software for users

• Prepares hardware, software, and procedural documentation

• Performs network administration functions including creation, deletion, maintenance, and assignments of rights to users, groups, and shared files

• Assists in optimizing computer and network performance and monitors the network to ensure reliability and availability

• Researches and evaluates computer and network software and hardware to determine their utility

• Maintains current knowledge of technological advances in computers and peripheral equipment, software, operating systems, and networks

• Works cooperatively with other department staff in assisting and resolving user technical problems

• Conducts and participates in training and retraining of users as required

• Documents problems relating to hardware, software, and networks, resolving them independently or referring them to appropriate staff or outside vendors as needed

• Assures the compatibility of new equipment with existing systems; assists team in proactively identifying and specifying new technologies

• Diagnoses and resolves issues related to file servers, server availability, security, file integrity and backups

• Performs network installation and configuration functions of printers and other peripheral equipment devices

• May direct the work of or provide guidance to less experienced technical support staff

• Assists with creation and delivery of mixed media presentations

• Troubleshoots video for playback issues

• Performs other related essential job functions as assigned.

Knowledge of:

• Principles, methods, and procedures applied in the operation of computers, peripheral equipment, application software, and networks

• Computer hardware, networking, operating system software and its applications

• Computer practices, procedures, documentation and causes of user downtime

• Routine maintenance methods and procedures utilized to maintain the proper performance of computer, peripheral equipment, and local area networks

• Wireless device configuration, installation, and troubleshooting

• Set-up and maintenance of a variety of server operating systems

• Rich media content delivery systems

• Video formats and codecs to ensure compatibility with specific programs

• Soundboards, wireless microphones, normal presentation software, streaming technologies and related equipment

• Video conferencing setup, scheduling and correct network provisioning

• Proper office methods, practices, and procedures

• Interpersonal skills using tact, patience, and courtesy

• Proper English, grammar, and pronunciation

Ability to:

• Demonstrate proficiency in some or all of the objectives of the current CompTIA A+ examination

• Ensure user needs are met in a timely and satisfactory manner

• Communicate effectively in both oral and written form

• Effectively operate computer hardware, software, and peripheral equipment

• Determine origin of computer or network malfunctions and to resolve them

• Train users in the operation of computer and associated peripheral equipment

• Perform general repairs on computer and related hardware and software

• Install, configure, and network computer equipment

• Troubleshoot any and all presentation systems utilized by the COE and its presenters internal and external

• Work various shifts to meet user needs

• Lift computer equipment using safety procedures and equipment

• Establish and maintain effective work relationships with those contacted in the performance of required duties.

Valid Class C California Driver's License with a driving record which meets the insurance requirements of the County Office of Education.

Generally, any combination of education and experience that could provide the required knowledge and abilities would be qualifying. A typical method of demonstrating these requirements would be:

• Education: An Associate's degree in computer science, information systems, business administration, public administration, or a related field from a college or university with accreditation from one of the seven regional agencies authorized by the U.S. Department of Education. CompTIA A+ certification is preferred.

• Experience: One year of related experience in the maintenance, installation, configuration, upgrades of hardware, software, and operating systems of microcomputers and local area networks.

BARGAINING UNIT: Office, Technical, and Business Services (OTBS) Unit

WORKING CONDITIONS: While performing the duties of this class, the incumbent regularly works in an indoor office or classroom; may be required to drive to various sites operated by the County Office of Education, and may be required to work extended hours as needed. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS: Hearing and speaking to exchange information; seeing to perform assigned duties; sitting or standing for extended periods of time; dexterity of hands and fingers to operate a computer keyboard and other office equipment; kneeling, bending at the waist, and reaching overhead, above the shoulders and horizontally to retrieve and store supplies; lifting and moving heavy objects.

Approved by the Personnel Commission: March 26, 1998

Revised: 11/12/2009; 04/08/2010