| POSITION SUMMARY Assigned to the Technology Support Services work center, the IT Support Technician assists with the maintenance and support of FEC’s information and communications technology (ICT) infrastructure. Provides support and assistance with documenting, monitoring, and diagnosing problems related to network management, solution implementation, and cybersecurity. Assists with information system implementations/upgrades and the deployment and monitoring of security controls. Responds to and documents solutions associated with end-user requests for assistance on a variety of technology use topics. REASONABLE ACCOMMODATIONS STATEMENT To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. ESSENTIAL FUNCTIONS 1. Perform tasks associated with maintaining information systems (IS), associated ICT equipment, access devices and other peripherals. Typical activities include: a. Provide hands-on support, maintenance, performance monitoring, and optimization of all LAN/WAN infrastructure components including physical cable, wireless network, and associated equipment. b. Monitor and manage corporate networks, Data Backups, and Windows Server Updates and take appropriate actions if outside of tolerable ranges. c. Proactively analyze, troubleshoot, resolve, and report network security issues. d. Provision and maintain virtual host environments. e. Install and test operating systems, application software and utilities. f. Create workstation backups and rotate server disk backups in accordance with prescribed schedule. g. Monitor battery backups for battery failure and server room temperature. h. Monitor Remote Desktop Services and user connections. i. Principal IT Help Desk monitor; respond to and document solutions associated with end-user requests for assistance on a variety of technology use topics. j. Provision and support telephones on the IP network. k. Computer set-up and inventory. l. Perform preventative and corrective hardware and software maintenance, keeping configuration documentation up to date. 2. Always assist members/vendors/employees and the general public in a courteous and professional manner ensuring their continued satisfaction with FEC. Work in harmony and show respect to all fellow employees in order to promote an effective and pleasant working environment. 3. Maintain ongoing communication with supervisor regarding situations requiring immediate attention, problems/concerns, questions, etc. 4. In pursuit of zero workplace incidents, promote and maintain a positive safety culture while adhering to all applicable policies outlined in the Safety Manual. Report all incidents and potential safety hazards in a timely manner to supervisor or Safety Coordinator. 5. Become familiar and keep current with FEC’s objectives and applicable policies. 6. Provide after-hours and weekend technical support on a rotating basis and be available for occasional out-of-area and overnight travel. 7. Perform other duties as assigned by management applying the same skill and enthusiasm as with regularly assigned responsibilities. MINIMUM POSITION QUALIFICATIONS Education: Associate’s degree in computer science or related field of study preferred. Job Related Experience: 1 to 4 years in IT Support related field. Supervision: No Experience Supervising Required. Computer Skills: Hands-on experience with: a. Secure network switching and routing, cabling, and network management b. Microsoft Active Directory c. Microsoft OS and server technologies d. Server virtualization technology e. Storage Area Networks f. Remote Desktop Services and Virtual Desktop Infrastructure g. Firewalls, routers switches and gateway devices Detailed knowledge of: a. TCP/IP networking including IP Classes, subnets, multicast, NAT b. Backup and disaster recovery methodologies c. Patch management processes d. Wireless protocols and services e. Must have the ability to provide well written technical procedures, user guides and internal communications f. Ability to establish and maintain effective working relationships with co-workers, supervisors, vendors, and users required Certificates & Licenses: CompTIA Network+ and CompTIA A+ certifications preferred. Other Qualifications: · Valid Montana Driver’s License and be insurable to drive FEC vehicles. · Able to work 40 hours per week with additional time as needed. · Present a professional appearance at all times. · Be a team player with effective verbal and written skills. · Able to travel occasionally out-of-area and/or overnight. · Assume responsibility without direct supervision, display initiative and exercise good judgment. · Legible handwriting. · Be organized, accurate and exercise strong attention to detail. · Possess proven ability to maintain confidentiality. · Exhibit excellent member relations and customer service skills. · Able to establish and maintain working relationships with a variety of individuals, some of whom have opposing points of view. · Read and understand technical information and communicate that information to coworkers to ensure comprehension. · Able to effectively prioritize tasks in a high-pressure environment. | 