Job Description

Job Summary
Provides technical assistance and works closely with other Network Engineering staff to develop and apply practical skills. Learns tools to assist information technology with campus IT and network systems. Assists technical staff in fulfilling requests or resolving incidents for all systems and networks on campus. Please note this position is an apprenticeship within Kennesaw State University Information Technology Services department; it does not guarantee permanent employment with the University.

Responsibilities
KEY RESPONSIBILITIES: -
1. Collaborates with Enterprise Network Engineering and UITS staff to resolve technical incidents or fulfill service requests
2. Evaluates and updates documentation, inventory, floorplans, and network closet checks
3. Learns to perform installations and/or configurations of hardware and utilizes monitoring and network testing tools for continuous monitoring and analysis of network activity
4. Assists with analyzing network alerts from various sources within the enterprise
5. Provides technical customer service assistance while following established procedures to resolve technical issues
6. Surveys and analyzes wireless networks for predictive and real-time performance utilizing heat maps and other resources
7. Assists with determining possible causes of network alerts
8. Assists with documenting and escalating incidents including event's history, status and potential impact for further action that may cause ongoing and immediate impact to the environment

Required Qualifications
Educational Requirements
High School diploma or equivalent

Required Experience
No experience required; on-the-job training provided

Preferred Qualifications
Additional Preferred Qualifications
Seeking or having valid Cisco (or other networking related) certifications

Preferred Educational Qualifications
Student currently enrolled seeking a degree

Preferred Experience
AutoCAD experience

Knowledge, Skills, & Abilities
ABILITIES
Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE
KEY LEARNING OBJECTIVES:
Will acquire experience and exposure to information technology systems, programs and processes
Will acquire experience with incident response processes
Will acquire experience with computer networking concepts, communications, and protocols
Learn command-line tools and network tools to identify and troubleshoot issues
Learn about performing root cause analysis
Learn to interpret information collected by network tools (e.g., nslookup, ping, and traceroute)
Will acquire experience with regulations pertaining to information technology
Will acquire experience with regulations pertaining to storage and handling of confidential data
Learn to accurately define incidents, problems, and events in the trouble ticketing system
Learn to survey and analyze wireless networks for predictive and real-time performance

SKILLS
Interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite)
Attention to detail and follow up skills
Customer service skills and phone and e-mail etiquette