Network Support Analyst
Compressed Video Network
Proposed Salary Range
Type of Employment: Staff
Employment Status: Full time (29-40 Hrs)
The Network Support Analyst is responsible for maintaining and designing the state data, voice, video, and wireless networks, and provide additional level of maintenance support for network users. This position is governed by state and federal laws and agency/institution policy.
The position provides comprehensive support and services for online faculty, support to faculty in the development of online course content using LMS as well as Web 2.0 tools and mobile apps, assists instructional designers in developing, documenting and testing online courses, provides basic technical/D2L support to online faculty, and works with IT to report/discuss technical issues and test new technologies.
Duties & Responsibilities:
The Network Support Analyst (Online Support Analyst) is a first line support resource for all technical issues related to Compressed Video Network classes in Jonesboro and at remote campuses, and will diagnose and fix technical issues remotely whenever possible, travel to remote campuses when remote repairs are unsuccessful, and install and maintain videoconferencing equipment and associated technology as directed for all partners of the A-State system.
The employee in this position will also ensure all conferences are built on time and all necessary endpoints are connected, ensure appropriate teaching materials are available for instructors, schedule students for Proctor U exams, facilitate webinars and special meetings as requested, and record, download, and deliver class lectures in the event of bad weather, technical glitches, or upon professor request.
In addition, employees are responsible for managing the A-State course schedule for all CVN classrooms in Jonesboro and at remote campuses, identifying and rectifying any scheduling conflicts in CVN classrooms, and meeting with college departments to discuss future course offerings through CVN.
Other responsibilities include providing a proactive approach toward maintenance and operation of equipment to minimize future technical problems and downtime, as well as providing necessary equipment training for staff and instructors at all locations.
Assisting faculty with clerical and office duties including, phone calls, emails, copying, faxing and postal mailing, and providing accurate and timely communications between staff, faculty and students.
Keeping an up-to-date inventory list for CVN equipment for all partners of the A-State system, and running expense reports, evaluations, etc., related to Distance Education.
Remain adept with current technologies in Distance Education through continual professional development.
Knowledge in design, management or troubleshooting of a large data network or a large wireless network, network monitoring tools, and data, voice, video, and wireless networks.
Ability to communicate orally and in writing and provide assistance in resolving technical issues, read and comprehend technical documents to resolve problems, deal effectively with faculty and staff in resolving technical conferencing issues and questions, and test, troubleshoot and work independently to resolve issues or problems.
In depth knowledge and practical application of video conferencing technologies and protocols (H.323, SIP, H.264, etc).
SQL database skills.
General Windows Operating systems experience.
General helpdesk experience.
Basic networking understanding and skills.
Independent problem solving skills.
Effective communication skills.
8:00 a.m.-5:00 p.m.
Availability to work after hours, weekends, or holidays as requested
This position must maintain a minimum 40 hours per week on-site and be available on-call after each work day until the last class ends.
The formal education of an Associate's Degree in Information Technology, Computer Science, Systems Engineering, or related field.
Two (2) years of experience in Data Network Operations/Design, or related field.
Other job related Education and/or Experience may be substituted for all or part of these basic requirements, except for certification or licensure requirements, upon approval or the qualifications review committee.
Arkansas State University is a public, multi-campus higher education system with enrollment in excess of 22,000 students. Approximately 14,000 students attend the Jonesboro campus where the student body is diverse. The campus has a renewed focus on international student recruitment and capital campaign development. Jonesboro has a population of approximately 67,000 and is located 70 miles northwest of Memphis (www.jonesborochamber.org).
EEO Statement: It is the policy of Arkansas State University to provide equal employment opportunity to all qualified persons; to prohibit discrimination against any employee or applicant for employment because of race, color, ancestry, religion, gender, age, disability, genetic information, national origin, status as a veteran or other status protected by law; and to promote the full realization of equal employment opportunity through a positive continuing program of affirmative action.