This position operates and maintains Dunwoody’s server and network infrastructure, telecommunications systems, endpoint management, active directory, identity management, and backups/disaster recovery. This position will also provide end-users with professional, timely, and efficient computer technical support as escalated by IT Service Desk as well as document and maintain procedures for the installation and maintenance of software.

POSITION RESPONSIBILITIES/FUNCTIONS

• Administer Dunwoody’s IT infrastructure including but not limited to:
• Create, manage, and delete user and computer accounts.
• Install, maintain, update, repair, and decommission servers and network devices.
• Back up from and restore data to servers and network devices.
• Ensure security best-practices followed for servers, network devices, e.g., latest encryption protocols used, passwords recycled routinely, etc.
• Manage VoIP telephony system.
• Design, deploy, and administer the wireless infrastructure and supporting systems.
• Apply patches and firmware updates to servers, network devices, and workstations.
• Proficient with VMware virtualization technology and management interface.
• Manage day-to-day user account security and administration for the college systems and ensure user access control reviews are occurring with necessary system owners.
• Provide technical oversight of a multi-site enterprise level network, including planning, implementation/expansion, maintenance, and troubleshooting.
• Ensure all endpoint and network devices are properly patched with latest security updates.
• Recommend upgrades, patches, and new applications and equipment.
• Design, deploy, and administer the wireless infrastructure and supporting systems.
• Provide escalated computer and network technical support to users via email, telephone, and in-person. Assist users with a variety of technical issues dealing with various platforms, operating systems, applications, etc.
• Maintain inventory records of computers issued to users to ensure assets are available and protect Dunwoody’s investment.
• Provide a moderate amount of computer training to users to ensure an efficient and successful computing experience.
• Share computer and network support techniques with IT staff to improve overall department effectiveness.
• Respond to service desk calls within level-of-service guidelines and follow-up with users, as needed. Follow-up to include duplicating complex problems, if necessary, in the lab requiring elaborate setup and working with more senior members of the support or engineering staff to resolve complex issues. Alert manager to unusual problems or problem trends as they occur.
• Maintain a record of all user requests in the service desk software as a tool to track calls and establish metrics. Responsible for closing service desk calls as they are completed.
• Define and document computer hardware and software installation, configuration, and maintenance procedures to ensure standards.

CORE COMPETENCIES

• Strategic Skills: Has the functional and technical knowledge and skills to do the job at a high level. Makes good decisions. Provides sound advice and problem solution. Provides honest and in-depth analysis on problems and issues. Effectively presents creative ideas of others. Has good judgment about which creative ideas and suggestions will work.
• Operating Skills: Makes decisions in a timely manner. Provides challenging and stretching tasks and assignments. Holds frequent development discussions. Provides individuals information so that they can make accurate decisions; is timely with information. Clearly assigns responsibility for tasks and decisions. Sets clear objectives and measures. Monitors process, progress, and results. Is committed to continuous improvement through empowerment and management by data. Creates a learning environment leading to the most efficient and effective work processes.
• Courage: Has difficult conversations as necessary. Provides current, direct, complete, and “actionable” positive and corrective feedback to others.
• Energy and Drive: Is action oriented and full of energy for challenging tasks/issues. Not fearful of acting with a minimum of planning. Is constantly and consistently one of the top performers. Steadfastly pushes self and others for results.
• Organizational Positioning Skills: Can maneuver through complex situations effectively and quietly. Is sensitive to how people and organizations function. Anticipates where the land mines are and plans his/her approach accordingly.
• Personal/Interpersonal Skills: Relates well to all kinds of people. Builds constructive and effective relationships. Is dedicated to meeting the expectations and requirements of internal and external customers. Supports equal and fair treatment and opportunity for all. Treats direct reports equitably. Creates a climate in which people want to do their best. Communicates a compelling and inspired vision or sense of core purpose. Adheres to Dunwoody’s core values. Is widely trusted - Keeps confidences and admits mistakes. Practices attentive and active listening. Is personally committed to and actively works to continuously improve him/herself.

• Bachelor of Science in Computer Science or equivalent (Equivalent being defined as a minimum of a 2-year technical degree in a related field plus 2 years related experience).
• Proficient in the use of personal computers and LAN’s.
• The successful candidate will have experience in some of the following areas:
  • Active Directory and Group Policy
  • Certificates and PKI Data Backup Utilities
  • DHCP
  • DNS
  • Firewalls and Access Control Lists
  • Linux Server Operating Systems
  • Microsoft Configuration Manager
  • Microsoft Office (including O365)
  • Network and NTFS Shares and Permissions
  • Network Policy Servers and RADIUS
  • PowerShell Scripting
  • Routers and Switches
  • Service Desk Tracking Software
  • SNMP
  • TCP/IP
  • VoIP
  • VMware ESXi
  • Windows Server Operating Systems, as well as Server products e.g. Exchange, SQL
  • Wireless networking and protocols e.g. 802.11ac