Assistant Director of Network Operations

JOB SUMMARY: The Assistant Director of Network Operations reports to the Director of Network Operations and is responsible for providing excellent customer service and technical support to students, faculty, staff, and other visitors at the Institution. This position is responsible for the daily operation of the IT Help Desk including supervision of staff, procurement and deployment of equipment, assisting in problem solving, infrastructure support, and vendor management. This collaborative position will partner with IT functional areas on a variety of projects, utilizing a combination of technical expertise and customer service while ensuring technical administration, maintenance, programming, and repair of the PC, network, and A/V equipment in the classrooms and IT equipment in the faculty and staff offices. The Assistant Director will also take the lead on new instructional technology projects, and be responsible for hardware and software installation, problem diagnosis, and troubleshooting in the classrooms and offices.

CHARACTERISTIC JOB TASKS AND RESPONSIBILITIES:

• Day-to-day mentoring, management, and support of the IT systems and team members;
• Oversee the functionality of the FERPA committee and any and all oversight concerning student, faculty, and staff training;
• Provide day-to-day leadership through communication, coaching and mentoring, project management, and delegation to team leaders and their corresponding subordinates;
• Anticipate future network needs, and identify proactive solutions to satisfy requirements;
• Oversee the management of corporate IT help desk activities and resolve escalated issues when necessary for other campuses;
• Develop and document the Institution’s Network Operations systems policies and procedures;
• Communicate effectively with internal clients to identify needs and evaluate alternative business solutions and strategies;
• Enforce standard Institutional Network Operations and IT policies and procedures;
• Provide immediate problem resolution or escalation to the appropriate level of support/management;
• Record actions taken and follow up on deferred actions;
• Provide training and technical assistance for users on A/V equipment, PC equipment, computer labs, and web-based applications. This training can be arranged before the meeting or class or can take place the day of the meeting or class;
• Test and perform general maintenance of all A/V equipment including LCD projectors, desktop and laptop computers, overhead projectors, TV/VCR units, microphones, video conference equipment, and any other media-related equipment used by faculty, students, or facilitators;
• Arrange for repair or disposal of broken equipment and interface with IT vendors for repairs and new projects that cannot be handled within the School;
• Perform an inventory of IT and A/V equipment and conduct quarterly preventative maintenance in all classrooms (standard, IT, and computer lab);
• Install and configure standard hardware and software upgrades on faculty and staff PCs, computer lab PCs, meeting room PCs, and laptops;
• Manage active directory accounts for staff, faculty, and guests;
• Answer Help Desk calls on an as-needed basis;
• Receive requests for software installation, assistance, and/or support from end users, perform hardware and software installations and diagnostic procedures including the use of software utility programs to diagnose and troubleshoot problems;
• Ensure that conference rooms, classrooms, and labs are clean and orderly;
• Clearly and consistently communicate with staff, faculty, and students as required to carry out position responsibilities;
• Communicate with the Institutional Director of Network Operations and the IT Network Team as required to carry out position responsibilities;
• Assist and manage network troubleshooting, resolve access and connectivity issues;
• Assist with the support of the telephony system including onsite telephony servers, cabling patches, end-user devices, and other telephony tasks as directed by the communications manager;
• Create and maintain documentation as it relates to the support services offered by the Help Desk;
• Configure workstations for end users utilizing a standard desktop configuration;
• Act as primary PC support and provide end-user support for on-site printing/copying/multifunction services and mobile devices;
• Maintain a high level of knowledge and proficiency related to current as well as emerging information technology equipment and software;
• Maintain the asset inventory database to include all equipment at LECOM;
• Contribute directly to the Mission of LECOM embodying the essence of Osteopathic Principles and Practices by assisting with Institutional fundraising and participating in the LECOM Scholarship Auction;
• Participate in scholarly activity to enrich and broaden the student learning experience;
• Commit to being a representative of LECOM by being actively involved in the community, including, but not limited to, serving on Boards, participating in community fundraisers and overall outreach, and;
• Accept other duties needed/assigned for the Institution’s needs.

EEO/AA/M/F/Vets/Disabled

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS:

• Demonstrate expert experience in Microsoft Windows Active Directory domain:
  • Understanding of organizational units utilizing group policies;
  • Add users to groups for appropriate permissions to network resources, i.e. file and print sharing;
  • Terminal Services/Remote Desktop Services;
    • Adding users to the appropriate group to access these services utilizing thin clients;
• Basic understanding of blacklisting and whitelisting of emails utilizing Spam filtering software;
• Understanding of  network protocols and terminology such as VLANs and TCP/IP;
• Understanding of Microsoft Windows DHCP and DNS;
• Knowledge of remote PC control software;
• Knowledge and expertise in the use of Enterprise Virus software.
• Demonstrated experience with laptops, PC’s, and servers;
• Reinstalling Windows Operating Systems for damaged or corrupted software;
• Proficient at installing and setting up IP/network printers and integrating with LDAP for scan-to-email functionality;
• Troubleshooting client wireless connectivity;
• Knowledge of patient/student privacy (i.e. HIPAA, FERPA…etc.);
• Follow proper OSHA and safety guidelines and protect equipment (office/facility);
• Strong communication skills are essential as well as computer literacy (MS Office Suit [i.e. Word, PowerPoint, and Excel]) and accurate data entry skills;
• Excellent organizational skills;
• Must be accurate and attentive to detail;
• Must be trained and certified on the Institutional Data System;
• Maintaining an established work schedule;
• Effectively using interpersonal and communications skills, including tact and diplomacy;
• Effectively using organizational and planning skills, including attention to detail and follow-through;
• Assessing and prioritizing multiple tasks, projects, and demands;
• Maintaining confidentiality of work-related information and materials;
• Establishing and maintaining effective working relationships;
• Be able to be flexible to accept other duties needed/assigned for the Institution’s needs;
• The ability to work cooperatively and collegially with others, consistent with a workplace of dignity and respect and EEO rules and regulations;
• The ability to report to work as scheduled, ready to devote full attention and energy to the important work of LECOM; and
• The ability to accept work directives from managers and supervisors respectfully and cooperatively.

MINIMUM QUALIFICATIONS: Education and experience equivalent to: an Associate’s or Bachelor’s degree in Information Technology or related field with 3-5 years experience required. Prior experience in a help desk organization with network troubleshooting skills to support and promote LECOM’s mission preferred.