<Network Support Specialist>

Department:

Informaiton Systems and Technology

Effective Date:

April, 2010

Grade:

USG 9-13

35 hr/wk

Reports to:

Director, Network Services, or their designate

General Accountability

The Network Support Specialist reports to the Director, Network Services , or their designate. The Specialist is responsible for a wide range of activities related to the stable and efficient operation of the network infrastructure on which the University depends. The Specialist is familiar with, complies with, and at all times promotes the University's policies and its directives related to information systems and technology.

Nature and Scope

The use of information technology is pervasive in teaching, research and administration at the university. The ability to use that information technology effectively is dependent on a campus network infrastructure that is "always on". The major responsibility of the Network Support Specialist is to provide a stable network infrastructure for the campus. On a broad scale, this includes:

configuration and deployment of campus-network devices (switches, routers, wireless access points, etc) as per established specifications
proactively using performance-monitoring tools and reporting on situations that may lead to problems
diagnosing network emergencies when they arise and persevering until they are resolved
liaison with vendor representatives to obtain fixes for network-device problems, and updating the network-device software to apply those fixes

Statistical Data

As of 2006-10, the campus network includes approximately 800 edge-switch devices providing wired-access connectivity to 20,000 user devices (servers, workstations, printers, VoIP phones, etc), 600 wireless access-point devices enabling laptop/handheld connectivity in all on-campus buildings, 100 building-level aggregation switches, 10 constituency-aggregation switch/routers, 2 core switch/routers, 2 external-constituency security appliances, several hundred security/surveillance devices, and a PBX telephone switch supporting over 6,000 ports for digital, analog, and VoIP handsets and softphones

Specific Accountabilities

At the USG 9-10 levels, the Network Support Specialist's focus is on day-to-day tasks encompassing wired and wireless network-device deployment and configuration changes related to user-device moves/adds/changes, network-diagram and equipment-inventory record keeping, proactive use of network-device performance monitoring software, first-level problem investigation, and application of vendors' updates for network-device software.

At the USG 11-13 levels, focus is on providing technical guidance to less-experienced staff and performing the more complex aspects of that day-to-day work, plus application of vendors' software updates for server-based tools, second-level problem investigation and resolution, new-technology deployment, and contributing to the work of the Network Development and Computer Telephony Integration units in their assessment and configuration planning processes.

The career path progresses from an entry-level position through to a highly-skilled professional. As skills develop and the range of technical competence broadens, the Network Support Specialist assumes a more significant role in providing campus-wide support for network technologies. The following descriptions refer to foundation, proficiency, in-depth, and expert levels that are defined in IST's "Career Paths Skills Table".

USG 9

This is the lowest entry-level position. Staff work on assigned well-established tasks. Staff at this level require:

foundation understanding of most network and computing-system hardware components and their purposes, characteristics, and interactions
proficient ability to install and configure a variety of network devices as per established specifications, and to diagnose and rectify normal problems using established procedures
foundation ability to read and understand "scripts" that are being used to automate tasks
foundation understanding of common workplace tools (text editors, spreadsheets, HTML editors, etc)
proficient problem-solving skills, to resolve normal problems through application of previous solutions; applies theories and logic to analyze new problems and evaluate solutions; persists in crisis situations until resolved
foundation communication and presentation skills; listens effectively; exchanges detailed information with precision and conciseness (orally and written)
foundation level of leadership, exchanging knowledge with colleagues and clients
foundation level of teamwork; co-operates with team members and demonstrates tact in dealing with those who have differing ideas and opinions
foundation organization and planning skills; organizes work on assigned tasks; participates in planning activities on a well-defined task basis
foundation accountability; is developing an area of specialization that contributes to the provision of a campus-wide service; resolves everyday situations; responsible for meeting assigned deadlines
foundation level of freedom to act; works in accordance with established procedures, with well-defined instructions and choices of action; frequent interaction with director or designate, regarding specific details of the work

USG 10

Staff at this level participate in a broader variety of tasks, and usually at a level that requires only general direction.

proficient understanding of hardware; follow established specifications to install and configure network devices
in-depth ability to perform operating-system upgrades of production devices; performs advanced problem diagnosis and repair
foundation ability to make approved changes to extend the usefulness of scripts; is developing proficient abilities in at least one scripting language
proficient understanding of common workplace tools (text editors, spreadsheets, HTML editors, etc)
in-depth problem-solving skills, to resolve normal problems through application of previous solutions; applies theories and logic to analyze new problems and evaluate solutions; persists in crisis situations until resolved
proficient communication skills; competent at communicating information, ideas, and instructions
proficient presentation skills; effective in conveying technical information
proficient leadership; provides guidance to colleagues and clients (eg: in investigating and resolving problems)
proficient teamwork; keeps people informed; able to synthesize information required to solve team problems
proficient organization and planning skills; takes the initiative in recommending assignments in area of specialization
proficient level of accountability; gathers and evaluates information for tasks that significantly affect services in the area of specialization; works independently to established schedules, identifies and handles potential obstacles to completion
proficient level of freedom to act; works with considerable independence within established specifications to complete assignments with minimal referral to director, or designate, for guidance on functional details

USG 11

Staff at this level possess an in-depth knowledge gained by a significant number of years experience. They assume operational responsibility for one or more specific support areas, in which they provide technical direction to other staff members. Impact generally includes a number of organizational units.

in-depth understanding of hardware; detailed knowledge of characteristics, limitations, and interaction of components in achieving required system performance levels
in-depth understanding of network-device operating systems, to participate in determining configuration specifications for new devices
in-depth ability to participate in development, testing, and documentation of software
in-depth understanding of common workplace tools (text editors, spreadsheets, HTML editors, etc)
in-depth understanding of application support, to integrate new software in area of specialization, with detailed working knowledge of features and use
in-depth problem-solving skills; applies theories and logic to analyze complex, non-routine problems and evaluate solutions
in-depth communication skills; persuasive, uses compelling business-perspective arguments; excellent writing skills
proficient presentation skills; effective in conveying technical information
in-depth level of leadership; provides encouragement and support to guide less-experienced staff through difficult or complex predefined tasks, concepts, or planning;
proficient level of teamwork; keeps people informed; able to synthesize information required to solve team problems
proficient organization and planning skills; takes the initiative in planning in areas of specialization, resolves conflicts in deadlines and demands appropriately
in-depth level of accountability; is developing multiple areas of specialization; participates in developing and implementing strategies, and in evaluating proposals
in-depth freedom to act; makes significant contributions to establishing objectives; consults with the director, or designate, as to the objectives and general phases of the work

USG 12

Staff at this level assume primary operational responsibility for multiple support areas. The impact is University-wide, affecting a significant number of clients. May be assigned to provide technical guidance in various university projects and committees.

expert understanding of hardware, extensive experience with installing servers and network devices
expert understanding of network-device operating systems; investigates, recommends, and documents approved configuration specifications
expert ability to contribute to software development and participate in design and implementation of complex applications
in-depth understanding of common workplace tools, including use of project management tools
expert understanding of application support, expert in more than one area of specialization
expert problem-solving skills; creative original thinking to develop novel and unique solutions to uncharted problems
expert communication skills; demonstrated expertise using persuasive negotiation skills to build cooperation to expedite projects
proficient presentation skills
in-depth level of leadership; provides less-experienced staff with advice and assistance on large projects and decisions; shares knowledge and insights
in-depth level of teamwork; understands and deals with diverse client and co-worker needs; assists in overcoming team obstacles; an effective liaison
in-depth organization and planning skills, contributes to developing and implementing strategies; plans large undertakings with other staff; significant role in determining critical activities for specific workflows
in-depth level accountability, makes significant contributions to the operational well-being of the campus facilities and services and the effectiveness of computer users in many sectors of the university
expert level freedom to act; establishes service-level objectives in areas of specialization, pursues with only minimal reference of detail required by the director, or designate.

USG 13

The senior professional at this level is recognized campus-wide for skills and responsibilities in their area of specialization. Responsibilities include several major areas of support critical to the business of the University. The individual plays a major leadership role in the deployment of new technology in these areas. Impact is generally University wide, affecting significant numbers of organizational units. Provides technical leadership in the formation of proposals. May be assigned to provide technical guidance to various university projects and committees.

expert understanding of hardware
expert understanding of network-device operating systems; establishes sustainable service-level directions, methodologies, and procedures
expert ability in software development
in-depth understanding of common workplace tools
expert understanding of application support
expert problem-solving skills
expert communication skills
proficient presentation skills
expert leadership; provides campus-wide leadership in promoting awareness, analysis of requirements, and in preparation and presentation of proposals for projects to address those requirements
expert teamwork; manages conflict in interaction among team members; takes initiative to identify team issues and guide activities of group
expert organization and planning skills; defines and plans critical activities for complex undertakings involving significant staff, resources, and community liaison
expert level of accountability; has primary technical responsibility for the operation of a strategic function and its impact on the systems, services, and tasks related to the pursuit of established University directions
expert freedom to act; establishes strategies and performance standards in conformance with general objectives set by the director, or designate

Provides day-to-day technical guidance, work coordination, mentoring, and job supervision for Network Support Specialists as assigned by the Director.

Working Conditions

The Network Support Specialist works closely with staff in other Network Services units, other IST groups, and other UW departments to support the deployment and use of network-infrastructure hardware and software in a team-oriented approach.

Normally, the Network Support Specialist carries out all responsibilities during UW business hours. However, the Network Support Specialist must work outside of UW business hours when the need for changes or new deployments so dictate, and must participate in on-call rotations for problem-response support outside of UW business hours.