Network Specialist

Summary:

The Network Specialist is responsible for the daily maintenance and support of Windows operating systems (LAN hardware/software) and utilities at the National Testing of Lab, Portland including installs, upgrades and troubleshooting. Provides customer support for NTL users. Supports installation of laboratory information systems and interfaces between lab instruments and the Red Cross network. Under the direction of the FIS Director, Testing Support, serves as the principle interface for all IT support to Portland NTL customers, and provides additional support for other labs as needed on a backup basis. Follows all existing policies and procedures, and is responsible for ensuring compliance with all relevant directives

Responsibilities:

Field phone calls and e-mail questions from computer users seeking guidance. Provide technical support to assist computer users with hardware and software questions. Receive, document, track user questions and/or problems. Assure timely response to questions and concerns. Adhere to standard operations and policies to provide effective customer service. Specific duties include, but not limited to: Responds to telephone calls, email and personal requests for technical support. Identifies, researches, and resolves technical problems. Documents, tracks and monitors the problem to ensure a timely resolution. Provides support to end users on a variety of issues including Microsoft Office and other authorized software products used by the laboratory. Provide lab users with technical support for web sites and web site maintenance. Implementation of relevant network hardware, operating systems, protocols, and utility software, with a concentration on Windows 2000 and XP. Integrate systems from a variety of vendors to meet specific project needs. Install, maintain, and configure all software on local file servers. Implement corporate automation initiatives for Biomedical Services. Instruct users on applications and operating system. Assist in the maintenance of user accounts in a Windows domain environment including additions/deletions, file access and password resets. Provide on-site technical support for hardware, software & peripherals. Research, resolve and respond to complex technical/user problems. Perform diagnostic procedures on network systems, identify problems, and coordinate hardware repairs for Windows 2000 and 2003 file servers, and application servers, such as E-mail server, communication servers, fax server, backup servers and devices. Coordinate purchase, receipt, and installation of new hardware and software in the network system. Perform other duties as assigned. Other IT related duties as may be assigned. May include occasional travel.

Qualifications:

Experience in one or more of the following areas: customer service management, customer service-related software and other technologies, user support training, proprietary software support, LAN/WAN network support. Effective verbal and written communication skills required to interact with technical and non-technical personnel. 4- Year degree preferred. 1-3 years of relevant experience required. Technologies needed: PC/Laptop, MS Office applications, Remote desktop applications and 'off the shelf' software (industry). Experience with regulated biomedical or health industry related systems is a plus. Technical experience in all of more of the following operating systems: XP, Windows 2000, Windows 2003.