Join our team as a full-time employee! NextStep Networking, a division of EAJ Services, is an innovative information technology organization seeking to provide a Dignified IT experience to all of our clients. We offer a broad array of services, including IT Managed Services, Cloud Migration, and custom eLearning. We help organizations maximize the effectiveness of their IT systems, support their growth, and provide technology partnerships.
We are a diverse company with a commitment to providing a dignified work environment for all team members. We take pride in our diversity and inclusion efforts and continue to grow a customer-base of social-service focused nonprofits and schools in southwest Ohio. Our mission is to make the local community a better place to live, learn, and work.
Job Description:
The Network Specialist Field Staff position is a pivotal role aimed at delivering advanced technical expertise and support to our school and nonprofit clients. As a Network Specialist, you'll be instrumental in administering technical projects, maintaining IT infrastructure, and ensuring seamless operation of our clients' networks.
This role involves fostering a positive user experience by caring for the client environment’s network, supporting end-users, actively seeking feedback for continuous improvement, and integrating seamlessly into the organizational culture and mission of the institution. With a service-minded attitude and a commitment to enhancing IT literacy, this individual contributes to smoother operations, enhanced productivity, and ultimately, the fulfillment of the organization's broader objectives within the community.
The Network Specialist Field Staff position reports to a dedicated client site four days per week and reports to our office in Blue Ash, Ohio one day per week to learn new skills, collaborate with our team, and serve our other clients while working on our helpdesk. This position has a shared responsibility of after-hours support, which includes "on-call" evening and weekend shifts.
Essential Functions & Responsibilities:
1. Technical Support and Maintenance:
- Provide expert technical assistance to end-users both remotely and on-site, resolving complex software and hardware issues efficiently.
- Conduct preventive maintenance on systems software, applications, hardware, networking, and communications to ensure optimal performance.
- Troubleshoot and resolve advanced diverse system hardware, software, and network failures and conflicts, demonstrating proficiency in problem-solving.
- Coordinates, maintains, and inputs applicable records such as, but not limited to, network users, security, and tracking inventory levels of equipment and materials.
- Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.
- Maintain a reliable phone system, ensuring seamless communication channels for both internal and external stakeholders, and promptly addressing any issues or upgrades to optimize functionality and accessibility.
- Performs website maintenance by managing content, maintaining web design and answering consultation questions.
- Ensure strict adherence to all compliance measures related to end-user privacy, safeguarding sensitive information and upholding confidentiality standards at all times.
2. Project Management and Coordination:
- Serve as the technical project owner, overseeing the execution of various IT projects from planning to implementation.
- Coordinate with team members and management to establish realistic project timelines and ensure timely completion of tasks.
- Participate in the evaluation and recommendation of solutions related to hardware and software acquisitions, automation, and network updates.
3. Infrastructure Setup and Maintenance:
- Install, configure, and maintain IT infrastructure including workstations, servers, network devices, and related equipment to support client operations.
- Ensure proper documentation of configurations, procedures, and projects, maintaining accurate records for reference and future maintenance.
- Assess current processes, documentation, and configurations, offering recommendations for improvement to enhance operational efficiency.
4. Research and Development:
- Stay updated with the latest technological developments and trends, actively researching and exploring new technologies applicable to our clients' needs.
- Provide assistance in the implementation of new technologies, contributing to the continuous improvement of our service offerings.
5. Client Relationship Management:
- Build and maintain strong client relationships through effective communication and professional interactions, ensuring client satisfaction with our services.
- Communicate technical guidance and instructions to users, empowering them to effectively utilize IT resources and solutions.
- Act as a trusted advisor to clients, offering insights and recommendations to support their IT infrastructure and operations.
- Ability to maintain a mature and professional attitude at all times.
To be an effective IT field staff member in a nonprofit or school environment, individuals should possess a combination of technical skills, interpersonal skills, and a service-oriented mindset. Here are some key skills:
1. Technical Proficiency: Understand hardware, software, and networking concepts. Knowledge of operating systems and productivity software (Microsoft 365, Google Workspace).
2. Problem-Solving: Analytical, adaptable, and creative in resolving IT challenges with limited resources.
3. Customer Service Orientation:
- Excellent communication skills to interact with users of varying technical proficiency in a patient and helpful manner. Willingness to ensure users' satisfaction and productivity.
- Empathy and the ability to understand the needs and constraints of users, especially in nonprofit or school environments.
4. Time Management and Prioritization:
- Effective time management skills to handle multiple tasks simultaneously and prioritize them based on urgency and importance.
- Ability to work under pressure and meet deadlines, especially during critical situations such as system failures or network outages.
5. Documentation and Training:
- Capability to maintain accurate documentation of IT systems, configurations, and procedures.
- Willingness to provide training and support to users to enhance their IT literacy and reduce dependency on IT support.
6. Security Awareness: Understand cybersecurity principles and tools for data protection. Knowledge of antivirus software, firewalls, and other security tools to safeguard IT infrastructure.
7. Teamwork and Collaboration:
- Ability to collaborate effectively with other IT team members, school staff, or nonprofit personnel to address complex IT issues and implement projects.
- Willingness to share knowledge and expertise with colleagues to foster a collaborative working environment.
Minimum Requirements & Qualifications:
- High school diploma or GED.
- Ability to meet the essential functions and responsibilities outlined above.
- At least 2 years of experience designing, implementing, and managing firewalls, routers, and switches.
- Effective time management skills with at least 2 years of directly related experience.
- Valid driver’s license with a good driving record and reliable transportation.
- Ability to multitask, adapt to changes quickly, and maintain a positive attitude.
- Proficiency in a wide range of computer systems software, applications, hardware, networking, and communications.
- Knowledge of current technological developments/trends in the area of expertise.
- Strong interpersonal and communication skills to work effectively with diverse stakeholders.
- Ability to analyze, resolve, and communicate complex computer problems independently.
- Capacity to provide functional direction to other technical support staff.
- Initiative and self-management skills to drive projects and initiatives forward.
- Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions.
- Higher education and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year for year basis
Knowledge, Skills, and Abilities Required:
- Knowledge of firewalls, switches, routers.
- Knowledge of Microsoft 365 and G Suite administration.
- Knowledge of VMware administration.
- Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications.
- Ability to perform preventive maintenance on systems software, applications, hardware, networking, and communications.
- Knowledge of current technological developments/trends in the area of expertise.
Preferred Qualifications:
- CompTIA Network+ certification or Cisco CCNA certification
- Azure Administrator Associate or Microsoft 365 Associate certification
- Experience with Google Workspace Administrative Console Management
- Higher education or additional experience directly related to the duties specified
Physical Demands:
While performing the duties of this position, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift up to 50 pounds. The employee is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee must be able to sit or stand at a designated workstation throughout working hours.
