INFRASTRUCTURE SPECIALIST

* The primary focus of this position is to deliver, implement and support a wide variety of software and hardware at the enterprise-wide level.

This ranges from but not limited to infrastructure systems used for monitoring servers as well as desktop deployment hardware and software.

The employee is the technical escalation for support from the desktop engineers.

* Monitors Cisco Telephony applications and systems for real-time performance of call volume, average wait times and other agent productivity measurements and other performance statistics across multiple queues to ensure the call center is in the best position to reach its Key Performance Indicators.

Ongoing support for call center wallboards and call-center reporting.

* Participates in projects as assigned.

* Performs routine and preventative maintenance as well as emergency production issue resolution.

* Installs, maintains, configures, upgrades and/or administers hardware and/or software in assigned multiple technology domains.

Responsible for backup system administration and engineering duties for enterprise-class.

* Infrastructure duties include maintaining internal backup systems and ensuring data consistency and recoverability.

* Administration of Active Directory, identity management, telephony system, and network systems.

* Monitoring and responding to alerts from PRTG, Symantec, and other systems.

Provides system reports for storage, hardware, and overall performance.

Creates, organizes, files; maintains documentation.

* Answers questions and presents informal mentorship opportunities to peers and/or service desk staff via conversation, observation or technical documentation.

* Works with "Help Desk" to troubleshoot more complex incidents.

* Diagnoses, analyzes and resolves issues for customer(s) across assigned multiple technology domains, actively working/closing incidents.

* *Position is subject to call-in during non-working hours as necessary.

Participates in after-hours on call rotation.

* Education: Completion of undergraduate core program in computer science or information systems AND experience: 12 mos.

combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating a single technology domain including 12 mos.

work experience in the primary technology specified by the agency in the position description & job posting.

* Or Education: Completion of an associate core program in computer science or information systems AND Experience: 18 mos.

combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating a single technology domain including 12 mos.

work experience in the primary technology specified by the agency in the position description & job posting.

* Or 36 mos.

combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating a single technology domain including 12 mos.

work experience in the primary technology specified by the agency in the position description & job posting.

* Or equivalent of minimum class qualifications for employment noted above * Ability to transport items up to 50lbs.

* Physical Requirements: * Ability to operate standard office equipment in the performance of job functions including audio-visual equipment, training applications, presentation tools or platforms such as Microsoft Teams, Zoom, Go to Training, and Virtual Training Methods). * Prolonged periods of sitting at a desk and working on a computer.

* Ability to occasionally lift and move objects weighing 10 - 15 lbs.

* Occasional pushing, pulling, kneeling, reaching, and standing.

* Bachelor's degree in computer science or related technical field.

* CompTIA A+ or be in the process of obtaining or able to schedule within first year of employment.

* Any of the several Cisco certifications for VOIP/network, Microsoft, or VMWare Certifications.

* 2-4 years of experience administrating/managing/designing Cisco telephony environments * 2-4 years' experience with managing CISCO Unified Intelligence Center (CUIC) * A solid understanding of call center terminology and functions, call routing concepts and metrics, and an operational knowledge of Cisco CUIC * 2-4 years of experience maintaining a Microsoft Server environment * 1-2 years of experience maintaining a VMWare environment * 2-4 years of experience maintaining a Microsoft Server environment * A solid understanding of server operating systems and knowledge of Active Directory * 2-4 years experience maintaining a VMWare environment.

* A solid understanding of maintaining and administration of a virtual environment.

* Ability to multi-task Installation/configuration and monitoring/maintenance * Experience with Dell hardware * Excellent communication and organizational skills * Experience in a government agency or in a larger Information Technology organization.

* A valid Ohio Driver's License and automobile insurance that is in compliance with Franklin County Children Services policy is required for travel.

Travel can occasionally include out of state travel which may require airline travel.

Monday-Friday, 8:00am - 5:00pm (Lunch Included)