1D55
NETWORK SUPPORT SPECIALIST

This is full performance technical support computing work performing desktop and microcomputer workstation network development, troubleshooting, and maintenance. An employee in this class performs the full scope of desktop and workstation networking tasks for Local and Wide Area Networks, ranging from workstation hardware and software installation and maintenance to the point of network software access. Work includes configuring and performing diagnostic techniques on cluster controllers to determine software or hardware related problems. Providing user support related to network access, use of network or network problem resolution and ensuring that application software on file servers is current are significant aspects of the work. Work is performed under the general direction of a technical superior.

• Positions must perform full performance level technical network support computing work.
• Positions must perform the full range of desktop and workstation hardware and software tasks.
• The position must perform the work in departments that have one or more Local Area Networks (LAN).

• Receives personal computers and network workstations from the vendor; verifies that all components are available and are 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 users 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; 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; maintains cluster controller software and back-ups under the direction of a technical superior; maintains cluster controller software for attached personal computer workstations, if appropriate.
• Ensures applications software resident on 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; recommends procedures for users to access the system.
• Performs 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; provides user support as necessary concerning problems, access and use of the network.
• Performs work in confined spaces; pulls electrical cables and runs cable through ceilings and floors; carries heavy computing and test equipment such as workstations and monitors.
• Performs related work as required.

KNOWLEDGE OF:
• operation, capabilities, and relationship of microcomputers and attached peripherals in both stand-alone and network environments
• current developments in the area of microcomputers and computer application software and hardware as it related to stand-alone PC's, network workstations, and servers
• methods, materials, tools, and practices used in the installation and maintenance of software and hardware installed in the workstation and file server environment
• relevant JCL and PC based operating systems such as, MS-DOS, UNIX, WINDOWS, SYSTEMS 7
• the techniques, methods, and practices used in obtaining maximum utilization of microcomputers and peripherals
• the operation and capabilities of devices required to link a workstation to a LAN
• host based operating systems and their commands used/or Job Control Language, and PC based operating systems
• the methods and practices used in troubleshooting network software and hardware malfunctions
• techniques in workstation problem resolution.
• theory and practices of implementing and maintaining network security procedures and protocols from a workstation.
• JCL programming, including batch file transfers and workstation configuration, if required.
• the applicability of application development tools in a client server or LAN environment.
ABILITY TO:
• train personnel in data processing procedures, operations techniques and network access
• 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
• troubleshoot and diagnose malfunctions and perform necessary minor maintenance and repair tasks to make workstations operational
• read and interpret manufacturer's manuals
• configure network operating systems at the workstation and network access point
• learn to install and configure network operating systems used in a LAN at the file server
• learn to apply the theory and practices of installing, implementing and maintaining network file server security procedures and protocols
• evaluate and analyze network related microcomputer, peripheral and communications hardware problems
• modify network workstations and other peripheral devices to meet changing needs of users
• operate an interactive computer terminal or PC, entering and retrieving data
• perform strenuous physical duties such as pulling cable, carrying heavy equipment, climbing ladders, running wire through ceilings and working in confined spaces

EDUCATION
• Completion of an Associate Degree in computer science, information science, or a closely related field.
AND
EXPERIENCE
• Two years of experience performing technical support computer work at the trainee level, or personal computer networking experience performing the full range of network support assignments from workstation hardware installation and maintenance to point of network access, installing, evaluating, troubleshooting and maintaining network workstation hardware and software and related peripheral equipment operational for the workstation component of a Local Area Network (LAN) or Wide Area Network (WAN).

OR

Any equivalent combination of education and experience determined to be acceptable by the Personnel Department.

NOTE:

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) may be substituted for the minimum education requirement described above.

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 during tenure of employment as a Network Support Specialist if required by work assignment.