Network Infrastructure Analyst

Company Name:
Smiths Detection
Network Infrastructure Analyst
Location:Edgewood, MD Posted:05-14-2014
Category:Technology Experience:5-7 years
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Position Description
The Network Infrastructure Analyst s role is to ensure proper operation and services to the Smiths Detection Inc. network. This includes receiving, prioritizing, documenting, and actively resolving network issues and configuration changes. Problem resolution may involve the use of diagnostic and service request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Strategy & Planning
o Evaluate and execute documented resolutions and analyze trends for ways to prevent future problems. Manage and maintain of MS Active Directory and related network activities, maybe required to support the client services and end-user operating systems and applications.
Operational Management
o Field incoming service requests from end users in a manner that fosters and supports a strong relationship with Information Technology.
o Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
o Build rapport and elicit problem details from Client Services customers.
o Prioritize and schedule problem solving sessions. Escalate problems (when required) to the appropriately experienced technical support staff.
o Record, track, and document the netowork Services request problem-solving process, including all successful and unsuccessful decisions made and actions taken, from initiation through final resolution.
o Apply diagnostic utilities to facilitate troubleshooting.
o Access software updates, drivers, knowledge bases, and frequently-asked questions resources on the Internet to aid in problem resolution.
o Identify and learn appropriate software and hardware used and supported by the organization.
o Perform hands-on fixes at the desktop/server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
o Install anti-virus software.
o Test fixes to ensure problem has been adequately resolved.
o Perform post-resolution follow-ups to service requests.
o Develop help sheets and frequently asked questions lists for IT staff
Position Requirements
Formal Education and Certification
o College diploma or equivalent certifications in the field of computer services and a minimum of 8 years equivalent work experience.
o Certifications in Microsoft applications and operating systems, IPT and wireless services used by the organization or equivalent business experience.
o Must be eligible for a US security clearance
Knowledge and Experience
o Knowledge of basic network hardware, switches, Wireless AP and firewalls Experience with desktop and server operating systems.
o Extensive application support experience with MS Office, MS Exchange and Active Directory. And engineering applications. The network infrastructure analyst will be the point for engineering apps and infrastructure solutions related to engineering services
o Working knowledge of a range of diagnostic utilities used in the Windows server and LAN/WAN systems.
o Good understanding of the organization s goals and objectives and security requirements.
o Exceptional written and oral communication skills.
o Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
o Strong documentation skills.
Personal Attributes
o Ability to conduct research into a wide range of computing issues as required.
o Ability to absorb and retain information quickly.
o Ability to present ideas in user-friendly language.
o Highly self-motivated.
o Keen attention to detail.
o Proven analytical and problem-solving abilities.
o Ability to effectively prioritize and execute tasks in a high-pressure environment.
o Exceptional customer service orientation.
o Experience working in a team-oriented, collaborative environment.
Work Conditions
o Sitting for extended periods of time.
o Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
o Lifting and transporting of moderately heavy objects, such as computers and peripherals.
o Strict compliance with US laws and data regulations

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