1D54
NETWORK SUPPORT ASSOCIATE

This is technical support computing work at the trainee level, learning and performing desktop computing maintenance and microcomputer networking tasks, ranging in scope from the point of workstation equipment receipt and installation to point of network access. Work includes workstation and workstation software installation, problem resolution, and maintenance for the hardware component of a Local Area Network (LAN). An employee in this class advances their workstation skills and knowledges gained in the training component of this class to become proficient in the implementation of skills through installation of the network's cluster controllers, and attending software, desktop and workstation operating systems and peripheral equipment. Work includes preparing, after installation, each workstation by installing system files, configuration files and the workstation operating system and training users in workstation operation. Work is performed under the direction of a technical or administrative superior.

• Position must perform trainee level work learned through the training component of this class.
• Position must perform the work in departments that have one or more Local Area Networks (LANs).

• Learns and participates in the installation and preparation of personal computers and network workstation hardware and software such as but not limited to workstation at user site, add-in circuit boards, system files, configuration files, operating systems, application software on workstation, and customizing for various implementations; receives desktop equipment and personal computer (PC) network workstations from the vendor; verifies that all components are available and installed correctly; verifies that add-in circuit boards are installed and meet ordering specifications; installs add-in circuit boards as required; prepares each workstation by installing system files, configuration files and the operating systems; installs the necessary application software on workstation and customizes for various implementations; installs work station network software and tests software by attaching workstation to the network; installs workstation at user site and instructs user in such areas as network access and problem reporting; reviews with user the newly installed software and application upgrade by providing software level, version numbers, serial numbers, available documentation and help desk support; maintains cluster controller software for attached personnel computer workstations, if appropriate; maintains cluster controller software and backups under the direction of a technical superior; performs work in confined spaces; pulls electrical cables; runs cables through ceilings and floors; carries heavy computing and test equipment such as workstations and monitors.
• Learns and participates in the review of applications software on file server; ensures application software on the file server is current; monitors literature from the vendor for any corrections of abnormal operating situations; uses diagnostic equipment to determine faults in both hardware and software on workstation; checks devices or workstations to ensure that no memory conflicts exist with resident software; recommends procedures for users to access the system; receives calls from users to determine error situations and technical problems; informs users of the correct procedure or organization to handle questions; determines if a failure is hardware or software related.
• Learns and participates in the performance of full and incremental backups as required by the organization; performs file uploads and downloads to other organizations as required; restores files from either full or incremental backups; configures cluster controllers attached to the network by creating addresses, port configurations, device information, and security; performs diagnostics on cluster controllers to determine if a problem is hardware or software related; provides user support, as necessary, concerning problems, access, and use of the network; contacts appropriate vendor for hardware maintenance; configures and customizes workstation prior to attaching to the network by checking devices to ensure that there are no memory conflicts with memory resident software.
• Performs related work as required.

KNOWLEDGE OF:
• the operation, capabilities, and relationship of microcomputers and attached peripherals in both stand-alone and network environment
• relevant PC based operating systems such as MS-DOS, UNIX, WINDOWS, SYSTEMS 7
• host-based operating systems and their commands used/or Job Control Language, and PC based operating systems
• the operation of an interactive computer, entering and retrieving data
• the techniques, methods, and practices used in obtaining maximum utilization of microcomputers and peripherals
• current developments in the area of microcomputers and related application software and hardware for stand-alone PCs and network workstations
• methods, materials, tools and practices used in the installation and maintenance of workstation hardware
• the techniques and methods used to modify configurations to meet changing needs of users
• workstation configurations
• techniques and practices used to troubleshoot, diagnose and perform minor maintenance and
• repairs to make workstations and hardware operational
SKILL IN:
• operating an interactive computer or PC, entering or retrieving data
ABILITY TO:
• learn and participate in the installation of personal computers and network workstation hardware and software.
• learn and participate in the review of applications software on file server
• learn and participate in the performance of full and incremental backups
• inform users of the correct data processing procedures and operations techniques for network access at workstations
• establish and maintain working relationships with departmental associates and vendors
• evaluate microcomputer equipment and make recommendations to management based on cost, efficiency and compatibility with existing systems
• learn to troubleshoot and diagnose malfunctions and perform minor maintenance and repair tasks to make file server and communication equipment operational
• read and interpret manufacturer's manuals
• learn the operation and capabilities of devices required to link a workstation to a LAN
• learn current developments in the area of computer software as it relates to adaptability to workstation hardware
• learn the methods, materials, tools, practices used in the installation and maintenance of software in the workstation

EDUCATION
1. Completion of an Associate's Degree in Computer science, Information Science, or a closely related field from an accredited college or university. The Associate's Degree must have been obtained within the last three years.

OR

2. Current Certification as a Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Certified Novell Administrator (CNA), Certified Novell Engineer (CNE), or Cisco Certified Network Administrator (CCNA).

OR

3. Education equivalent to the completion of high school and at least fifteen (15) semester hours of course work in introduction to personal computer from an accredited college, university or other institution within past three years.
AND
GENERAL EXPERIENCE
• Two years of experience providing a variety of computer support services directly to computer users with responsibility for training computer users on the use and operation of computer software packages and responding to and troubleshooting computer user problems on the use and operation of computer software packages.

PHYSICAL AND MEDICAL REQUIREMENTS

• Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

• Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of employment as a Network Support Associate.