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The Position Under general supervision, this journey-level position performs complex network installation and maintenance work; provide escalated network and administrative technical support for users; and participate in project design and management. Essential functions of the job include, but are not limited to, the following: Ensures Department services are provided with exceptional customer service and the highest level of ethical standards. Designs, installs, configures, maintains, and monitors network devices including switches, routers, optical equipment, firewalls, wireless controllers, network security appliances and associated enterprise network applications. Designs, installs, configures, and monitors network infrastructure and performance between both downstream and upstream Internet Service Provider (WAN) connections. Designs, installs, configures, and monitors advanced optical (layer 1) networks. Designs, installs, configures, and monitors network infrastructure and performance for campus, branch, datacenter, and co-location sites. Designs, implements, and maintains complex systems for secure delivery of digital information; plans, configures and installs secure access connections to City servers and provide secure access for onsite and remote mobile workers and devices. Designs, implements, and documents network migration strategies and processes for both internal and external projects and requirements minimizing connectivity disruptions for both systems and users. Collaborates with, coordinates with, or assists other technical team members in network-related tasks to support inter-team and inter-departmental projects and initiatives. Provides technical support for network operations; performs diagnostic tests; compiles, organizes, and analyzes data to troubleshoot network problems; analyzes and resolves connectivity problems with network infrastructure and network-security systems and associated enterprise applications, LAN/WAN, SAN, servers; works with support team members to assure timely response to problem calls. Provides recommendations and support for the development of technical policies and strategies for network system design and scaling, augmenting hosted services and broadening network support capacities. Ensures all enterprise network components are updated, secure, and conform to availability and resiliency requirements and are accounted for in designing for growth. Plans and oversees multiple network projects to completion; identifies scope of work and objectives; facilitates the resolution of complex project problems by meeting with stakeholders, vendors, and other technical staff to identify problems and potential solutions; assures projects are planned and delivered according to customer needs. Coordinates service calls and schedules appointments between service providers and users experiencing problems and ensure satisfactory resolution. Manages user passwords and profiles related to network infrastructure and network security systems; conducts routine audits of security procedures. Maintains and operates network monitoring and diagnostic software and equipment for capacity planning and preventative maintenance. Receives and reviews equipment installation requests from users, ensure completeness, and contact users regarding discrepancies. Trains users and customers in the proper use and operation of LAN/WAN systems and related equipment; trains and assists administrative support staff in department-specific software application and hardware. Repairs or facilitates the repair of network equipment and other associated systems as needed. Maintains current knowledge of emerging technologies and research in information technology; conducts research; assists with developing policies and strategic plans for the use and support of emerging technologies and assess the impact on current practices. Designs network infrastructures and manage specific network design projects to support current and future network and computing connectivity and bandwidth requirements of internal and external systems and applications. Designs, implements, and routinely assess options for network diversity to support and ensure the resiliency of network-connected systems and services. Designs, implements, and reviews network segmentation strategies to ensure the isolation of network areas required for network security and management. Analyzes and resolves problems between LAN/WAN, SAN, servers, desktop computers, and enterprise applications; works with network and security system vendors to ensure optimal efficiency in network operations. Provides work direction, training, and guidance to other technical support staff; oversee the work of outside contract workers on construction of network design projects. Prepares and updates operation documentation and guides; prepares documentation for the placement of equipment; maintains and monitors equipment inventory lists; maintains accurate records, logs, and files related to assigned LAN, WAN, and equipment inventory activities, servicing, operations, and functions; writes articles, newsletters, and technical documentation; prepares network diagrams, flow charts, graphic presentations, and narrative reports to recommend improvements or resolve problems. May drive on City business as necessary. Assumes responsibility for ensuring the duties of this position are performed in a safe, efficient manner. Performs other related duties as assigned or as the situation requires. Minimum Requirements Knowledge, Skills & Abilities Knowledge of: Exceptional customer service practices. Analytical, research and problem-solving methods; network analysis and project management procedures and techniques. Citizens Broadband Radio Service Wireless Systems. Current trends, techniques, and general principles in enterprise technology. Desktop computer hardware and software. Firewall technologies - Cisco ASA, Palo Alto Networks, other next-generation firewalls. Information systems and network terminology and telecommunications policies, procedures, and vendors. Installation of data/voice communication networks, telephone systems, and related software and hardware. LAN/WAN network and security protocols - TCP/IP, Quality of Service (QoS), OSPF, BGP, IPsec, 802.1x, RADIUS, SNMP. Network Operating Systems - Cisco IOS, Cisco XR, Cisco NX-OS, PAN-OS. Proper English usage, grammar, punctuation, and vocabulary. Proper telephone etiquette and public relations skills. Software Defined Network technologies - Cisco SDA, VMware NSX, Meraki. State and Federal laws and regulations relating network and network security systems. Telecommunications network design. Wireless Systems - Cisco, Meraki, Aruba. Skill in: Analyzing data. Applying logical thinking to solve problems or accomplish tasks. Conducting detailed and thorough research. Effective oral communications, both on a one-on-one and a group basis. Making independent judgments and decisions based on standard policy or procedure. Organizing work, setting priorities, meeting critical deadlines, and following up on assignments with minimum direction. Ability to: Provide exceptional customer service to those using the Information Technology Department. Model and practice the highest standards of ethical conduct. Apply specialized knowledge in LAN/WAN, telecommunications systems, data communications, servers, hardware, and software systems. Communicate effectively in English, orally and in writing. Coordinate and monitor networking activities with outside service providers/agencies. Determine network and network security systems, software programs, and materials to meet user and customer requests and project requirements. Establish and maintain effective work relationships with the public, co-workers, other departments, subordinates and supervisors and resolve interpersonal conflicts. Establish and maintain logs, records, lists, fact sheets, and files regarding specialized transactions, procedures, and policies. Foster a teamwork environment. Identify and isolate network or network-related systems problems through the performance of diagnostics and determine appropriate action for resolution. Operate a variety of computer peripheral equipment including desktop and laptop computers as well as associated software. Perform numerical calculations accurately. Plan, organize, and prioritize assigned tasks and functions efficiently in stressful situations. Train users and customers in the proper and secure implementation of network equipment and infrastructure. Work various shifts with minimal supervision to meet user and customer needs. Other Characteristics Willingness to: Assume responsibility for maintaining a safe working environment. Work the necessary hours and times to accomplish goals, objectives, and required tasks. Experience Three years of increasingly responsible experience in network analysis and administration including the design, implementation and maintenance of LAN/WAN technologies and telecommunications system operations. Education A Bachelor’s Degree in Information Systems, Computer Science or a related field is highly desirable. License(s)/Certification(s) Valid California Class C driver's license. Valid certification with two (2) of the following is required: Cisco CCNA, CompTIA Network+, and/or CompTIA Security+. Promotional Eligibility Any City of Glendale employee who meets the minimum qualifications for this position, has completed probation or six months of City employment and is occupying a permanent full-time classification on file in the Human Resources Office. Hourly City employees may be considered, provided that they furnish proof of continuous employment immediately preceding the final filing date, which would equal a minimum of six months of full-time service or 1040 part-time hours. (Civil Service Rule VIII 4-E). Note An equivalent combination of experience, education and/or training may substitute for the listed minimum requirements. Selection Process EVALUATION OF APPLICATION: All applications, resumes and submitted reference materials will be reviewed and evaluated and only the best-qualified candidates based on applicable experience will be invited to the selection process. WRITTEN EXAM: (PASS/FAIL) To evaluate the candidate's ability to be successful in this position. Exam will be relevant to the duties of this position. Due to the large amount of applications received, only the top scoring candidates who achieve a minimum passing score of 70.00% on the written exam will be invited to the further stages of the examination process. ORAL INTERVIEW: (Weight of 100%) To evaluate the applicant's experience, education, and general background for the position. Due to the large number of applications anticipated, the City of Glendale cannot guarantee that all applicants will be invited to an oral interview. TIME AND PLACE OF THE EXAMINATION WILL BE ANNOUNCED. Any evaluation will be based on the candidate's education and experience as related to the position. Any examination will be to evaluate the candidate's education, experience, knowledge and skills for the position. The City of Glendale reserves the right to modify the above stated examination components and/or weights. Should this be necessary, the candidates will be notified of the specific examination components and weights prior to the administration of any examination. The selected candidate will be subjected to a background check including Livescan fingerprinting. The City of Glendale conforms with State and Federal obligations to make reasonable accommodation for applicants and employees with disabilities. The Human Resources Department asks that it be advised of special needs at least five days prior to the first test part so that a reasonable accommodation may be made. The provisions of this bulletin do not constitute an express or implied contract. In compliance with the Immigration Reform and Control Act of 1986, the City of Glendale requires that all new employees provide documentation to establish both work authorization and identity. The City of Glendale offers a comprehensive benefit package including vacation, holiday, and sick leave as well as medical, dental, vision, life, and long-term disability insurance. The above listed benefits apply to full-time, salaried positions only. Closing Date/Time: 9/29/2023 11:59 PM Pacific