PC LAN Specialist

Job Purpose

A PC LAN Specialist II & III:  PC LAN II provides desktop technical support to PC’s, laptops, printers, and other related peripheral devices. Installs software and hardware and maintains detailed inventory records. Provides a wide variety of customer support functions and ensures operability of hardware and software at the customer level. The PC LAN III provides Network support by installing, monitoring, and maintaining network equipment and environments. Keeps the department secure by monitoring security logs, making sure backups are running, and implementing latest security solutions.

Essential Duties and Responsibilities

PC LAN II

• Responds, prioritizes, and completes support requests.
• Receives and reviews support requests submitted through the helpdesk software BOSS; diagnoses and resolves information technology-related hardware and software issues under the supervision of the PC/LAN Specialist III.
• Elevates tickets to next tier support level.
• Provides customer service; reviews and assists user queries pertaining to their systems; updates user tickets, handles emails and phone calls; provides quotes to customers from authorized vendors.
• Researches and implements solutions for software and hardware related issues.
• Assists in database entries of inventory within the department.
• Tracks the quantity of needed supplies for restocking purposes.
• Assists other personnel to expedite completion of their work activities and projects.
• Performs other similar duties as required.

PC LAN III

• Ensures proper functioning of network by monitoring firewall and security logs; notifies the IT Manager immediately of any security threats; and creates reports and documentation when there is a potential security issue and gives it to the Technology Manager for review.
• Supports all data centers; Creates new vms, adds additional resources, and maintains optimal operation within VxRail and Vmware environments. Monitors the health of Vxrail/VmWare environments. Responsible for upgrades for both virtual environment and backup solutions. Responsible for proper shutdowns and startups when maintenance is required.
• Installs, configures, maintains, and troubleshoots hardware such as edge switches, proxy systems, firewalls, security cameras and physical servers including storage and backup solution equipment.
• Provides support for the escalated issues the PCLAN Specialist IIs are not able to resolve; answers questions.
• Assists in assigning work and work priorities to other team members from ticket queue and daily tasks.
• Develops and presents user training; provides user support and assistance during regular workday and after hours as necessary.
• Undertakes routine preventative measures and implements, maintains, and monitors network security.
• Implements, configures, and maintains all network equipment such as routers, switches, Hosts, SANs, firewalls, backup solutions, APs, etc. consistent with security best practices and FBI CJIS.
• Plans, sets up, and installs any new hardware or software purchased; makes recommendations for new or replacement items.
• Manages system back-ups; ensures backup jobs and replication jobs complete successfully; assists in restoring data for users as required. Does routine checks to make sure backups are reliable.
• Participates in on-call rotation.
• Performs other similar duties as required.

Job Specifications and Qualifications

Knowledge:
PC LAN II

• Computers;
• Computer operating systems;
• Information Technology systems;
• Computer virus software removal tools;
• Computer virus containment and removal procedures.

PC LAN III

• Network protocols and solutions;
• Strong knowledge of computer networks, routers, switches, wireless access points, and firewalls;
• Backup solutions;
• Security procedures;
• Windows and Linux operating systems;
• IIS, Microsoft SQL Server and other common databases;
• Virtual server environments, including Wmware 6 and 7 plus Hyper-V;
• VPN, Terminal services, and VDI;
• FBI CJIS Policy;
• Site Recovery software such as SRM, Avamar or Veeam, preferred.

Skills:
PC LAN II

• Customer Service;
• Technical troubleshooting of problems;
• Written and verbal communication via in-person, phone and email contact;
• Logical thinking;
• Detail oriented work;
• Microsoft Office to write reports.

PC LAN III

• Technical troubleshooting and logical/analytical problem solving
• Creating and configuring virtual and physical servers;
• Configure network equipment
• Analyze security logs
• Organization;
• Time-management;
• Customer service.

Education/Experience:
PC LAN II:  High School Diploma or equivalent, with at least 1-year experience; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.  Associate’s degree in related field preferred.

PC LAN III:  High School Diploma or equivalent, and 2 years of experience; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.  Associate’s degree in related field preferred.

Licensing and Certifications:

• Valid South Carolina Driver’s License.
• PC LAN III – Certifications in Networking, Server Administration, and/or Information Security preferred.

Working Conditions / Physical Requirements

• Exerting up to 50 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.
• Positions in this class typically require fingering, talking, hearing, seeing, grasping, standing, walking, repetitive motions, stooping, kneeling, crouching, reaching, climbing, balancing, pushing, pulling, and lifting.
• Positions in this class may be exposed to moving mechanical parts, odors, dusts, poor ventilation, chemicals, oils, extreme temperatures, inadequate lighting, and intense noises.

Equal Opportunity Employer