IT Network Architect

CLASSIFICATION DESCRIPTION

Working Title: Network Architect

1. General Statement of Job

This position is responsible for designing, engineering, and coordinating the implementation of all aspects of Information Technology (IT) systems architecture, with an emphasis on network, wireless, voice, security, and video technologies. The Network Architect serves as a technical expert and escalation point for other Information Technology teams.

The position is responsible for receiving customer requests for technology services and repairs and accurately documenting, prioritizing, supporting, or escalating them to the appropriate IT resources. Responsibilities also include providing support for firewalls and other network infrastructure, participating in device management and asset tracking, and supporting Cisco Catalyst Center.

The position focuses on providing excellent customer service, building strong relationships, maintaining a reliable and secure network environment, and applying industry best practices to maintain network health and deliver exceptional results.

2. Essential Functions

Note: The following duties are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

1. Design, engineer, and coordinate the integration of network protocols, network switches, and network, voice, wireless, security, and SolarWinds technologies.

2. Perform daily configuration, troubleshooting, maintenance, and monitoring of network, voice, wireless, and firewall technologies.

3. Serve as a project manager for Information Technology projects, ensuring that resources are used effectively to support customer needs.

4. Provide technical and professional support, guidance, and training to other Information Technology teams.

5. Maintain a proactive role in understanding and evaluating emerging technologies and determining their suitability for County needs.

6. Serve as a liaison on special projects, including assisting other agencies, elected officials, and municipalities with equipment configuration, installation, and interoperability.

7. Perform ongoing system and process monitoring to identify efficiencies and improve architectural design, planning, and implementation.

8. Effectively prioritize and manage multiple incidents and service requests. Receive, evaluate, and prioritize incoming telephone calls, work orders, emails, and in-person requests from users experiencing technology-related issues.

9. Provide authorized network access privileges to appropriate staff.

10. Perform remote troubleshooting using diagnostic techniques and relevant questions. Document issues and resolutions accurately for recordkeeping and future reference.

11. Develop and maintain installation, operations, and configuration procedures.

12. Perform daily system monitoring to verify the integrity and availability of hardware, software, operating systems, and firmware.

13. Manage multiple incidents and service requests and monitor ticket workflows in accordance with service-level agreements (SLAs). Maintain familiarity with industry-standard ticketing systems.

14. Advise management of situations that may require additional support or escalation.

15. Communicate the status of requests and incidents to customers while consistently providing excellent customer service.

16. Provide technical support outside normal business hours as necessary.

17. Maintain accurate inventory information, asset records, and other documentation in accordance with departmental policies and procedures.

18. Lead, facilitate, and/or participate in IT-related projects as directed.

Required Technical Knowledge and Competencies

Knowledge and competency in the following technologies and areas are required:

• Cisco Catalyst Center.
• SolarWinds or a similar network monitoring tool.
• ServiceNow or another industry-standard ticketing system.
• Technical documentation, equipment inventory, and records management, including knowledge base contributions.
• Customer service improvement initiatives and effective de-escalation techniques.
• Cisco switches, routers, and wireless equipment.
• Network troubleshooting and diagnostics.
• Open Shortest Path First (OSPF), Border Gateway Protocol (BGP), and multicast networking.
• Cisco Unified Communications Manager (Call Manager) and Unity system administration at the operating system level.
• Cisco Webex.
• Firewall technologies; experience with firewalls is preferred.

3. Additional Duties

Perform other related duties as required.

In an emergency, all employees are considered essential personnel and may be required to perform alternate duties.

4. Minimum Qualifications

A bachelor's degree in an associated field and five (5) years of experience in Information Technology systems analysis and design are required.

Preference will be given to candidates with experience and/or certifications in the following areas:

• Cisco networking and voice technologies.
• Check Point and Palo Alto Networks firewalls.
• Server and storage technologies.
• Microsoft environments.
• Project management.

Cisco Certified Network Associate (CCNA) certification is preferred.

5. Additional Requirements

1. Extensive knowledge of Information Technology system design, analysis, and operation.

2. Extensive knowledge of the operating characteristics, capabilities, limitations, and interoperability of data, voice, wireless, security, server, application, and storage networks.

3. Experience with methods, tools, and techniques used to provide diverse IT support in multi-platform, networked environments.

4. Experience managing multi-team IT projects that affect the public, County staff, and elected officials.

5. In-depth experience with the capabilities, configuration, and management of Cisco switches, routers, and wireless equipment in a wide area network (WAN) environment.

6. Ability to evaluate, diagnose, and develop solutions to potential and existing operational and system deficiencies to ensure continued and uninterrupted service to system users.

7. Ability to recognize, diagnose, and resolve Information Technology networking problems and recommend solutions to improve efficiency.

8. Ability to communicate effectively with team members, customers, citizens, executive leadership, and elected officials.

9. Ability to evaluate situations and exercise sound judgment when making decisions.

10. Ability to work independently, maintain accurate and detailed records, and organize and compile data to produce the desired results.

11. Ability to work in a dynamic environment that requires sensitivity to change and responsiveness to evolving goals, priorities, and needs.

12. Ability to learn new concepts quickly and resolve complex technical problems effectively.

13. Excellent oral and written communication skills, with the ability to organize and prioritize tasks successfully.

14. Must possess and maintain a valid Florida driver's license and be able to travel within Seminole County.

15. Must attend all Seminole County-required training sessions.

16. Department-specific training may be required based on the position.

6. Working Conditions

This position involves both office work and fieldwork. Working conditions include regular exposure to radiant and electrical energy in an office environment, as well as exposure to high-noise and high-dust or dirt environments.

The position may require working in areas exposed to weather, heat, cold, dampness, and/or high humidity; working above or below ground level; and working in areas with poor ventilation.

The position requires moderate lifting and carrying of objects weighing between 25 and 50 pounds. Duties also require the ability to distinguish colors and use tools requiring a high degree of manual dexterity.