Network Customer Service Support

This multi‐faceted position is responsible for maintaining, monitoring, administering and repairing information/communication technology hardware/software equipment, analyzing customer requests for service and maintenance calls in the assigned area, and frequently leading multiple projects which require sound decision making and good project management skills. Work may be performed in a shop environment or other facilities.
With 92 large offices throughout the city, VBCPS has one of the largest networks in eastern Virginia. VBCPS employs approximately 15,000 employees ranging from office roles, bus drivers, HVAC, and craftsmen to teachers. In addition to providing instruction, VBCPS services include serving over 400,000 meals to students each week and providing round trip transportation for over 50,000 students each school day. The goal of the Department of Technology (DOT) is to create value for Virginia Beach City Public Schools by implementing great technology and providing the best services and support possible for our students, teachers, and staff. Approximately 100 dedicated team members support the VBCPS technical environment by providing network, telecommunications, data center and server, security, application, and end-user support services. Successful team members must adopt DOT's tenacity to provide the highest level of service possible and keep pushing the envelope for what's possible when providing services to Virginia Beach students and families.
ESSENTIAL GENERAL TASKS Detail all information given and received into service desk application.
Coordinate the work of a team and work collaboratively to complete ongoing projects and assigned tasks.
Manage and train an assigned team of technicians as well as end users on systems and applications.
Provide after‐hours support for technical issues, as needed.
Collaborate and assist a team of systems engineers with installation, maintenance, and troubleshooting of software, systems, Active Directory, GSuite, cloud technologies, and Windows servers.
Assist with conducting corrective and preventive hardware and software maintenance on servers, appliances, storage, and other data center infrastructure.
Maintain, manage, and troubleshoot application and identity integration, virtual hosts and systems, cloud resources, and Active Directory.
Install, maintain, and troubleshoot load balancing hardware, software, and configurations.
Assist with Installation and configuration of servers, storage, cloud‑based technology, and hyper‑converged systems.
Performing routine installation of updates to server, peripheral and networking device firmware, as well as operating system and vendor driver patches.
Manage and maintain monitoring system ensuring data center, Active Directory, and cloud infrastructure are accessible and performing as expected.
Providing monitoring of measurement and monitoring tools to ensure proper server, server‑based services operation, identification of failures, CPU utilization and network performance.
Provide leadership, training, and project lead for team members.
LAN/WAN/WLAN switching, network protocols, cabling, distance learning equipment, PC, server issues and telephony devices.
Perform in‑depth troubleshooting, installation and maintenance on switches, routers, servers, wireless equipment, PCs, servers, universal power supplies and telephony equipment.
Administer enterprise monitoring software ensuring that all network systems are performing as expected.
Collaborate and assist with the installation, maintenance and troubleshooting of: Layer 2 and 3 routing/switching hardware, software and configurations, server hardware, video teleconference hardware and software, telephony equipment, and network security systems.
Provide telecommunications network design and programming and installation support services for server, desktop applications and hardware.
Review cabling infrastructure standards, codes, design, and troubleshooting process.
Test new devices to determine viability and network implications.
Provide training to users as it relates to telecommunications equipment and features.
Review proposals for accuracy and completeness as well as pricing to ensure compliance to the contract.
Assist with architecting LAN/WAN/WLAN solutions for new construction or modifications to existing structures using architect plans; KNOWLEDGE, SKILLS AND ABILITIES Must have a thorough knowledge of the operation, uses, and capabilities of data center, cloud, and network technology. Must have a thorough knowledge of the methods and techniques used to maintain and repair data center, cloud, and network technology including the hazards of the work and necessary safety precautions. Must have a knowledge of service desk applications. Must possess excellent verbal and written communication skills, as well as, leadership, organizational, and customer service skills. EDUCATION AND EXPERIENCE Required: High School Diploma or GED. Four (4) years of Information Technology technical hands‐on experience using a combination of hardware, operating systems, and client‐server applications in an enterprise wide distributed computing environment. Possession of a valid driver's license and reliable transportation to carry out site visits as assigned.
A comparable amount of training and experience maybe substituted for the minimum qualifications.
PHYSICAL REQUIREMENTS Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public using the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls. Work involves moderate exposure to unusual elements such as dirt, fumes, unpleasant odors, extreme vibrations, hazards such as moving vehicles, electric current, exposure to moving mechanical parts, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.
Specialization and proficiency in one or more of the identified specific job function areas is essential and require the following knowledge base Engineering Team Required: Proficient with Windows Servers, Active Directory, Intel based server hardware, enterprise data center operations, virtualization, and cloud technologies.
Preferred: Any of the following certifications : MCSE: Microsoft Certified Solutions Expert, MCSA: Microsoft Certified Solutions Associate, MTA: Microsoft Technology Associate, PMP: Project. Management Professional, PgMP: Program Management Professional, CAPM: Certified Associate in Project Management, VCA, VCP6‑DVC, VCAP‑DCA* (DCD, CIA, or CID).

Expertise in Layer 2 and 3 switching, routing protocols, and wireless networks. Strong proficiency with infrastructure availability‑monitoring software and equipment and with installation troubleshooting and maintaining all aspects of structured cabling. In‑Depth understanding of Video Teleconferencing systems and Network Security systems to include: Network Access Control Systems, Firewalls, internet filtering systems, and telephony equipment and VOIP systems. Proficient in the design, installation, maintenance and troubleshooting of various telecommunications systems.
CCNA, CCNP, Cisco UC Design Specialist, Cisco UC Support Specialist, or equivalent.

Salary will be based on job-related creditable years of full‑time, verified work experience. Entry‑level salary will be awarded at the time of hire. Upon the return of employment verification forms from the candidate's current and previous employers, the salary will be adjusted if creditable full‑time experience is confirmed.
VBCPS offers a full range of benefits including health insurance, paid life insurance, paid sick/annual leave, tuition reimbursement, professional development and membership in the Virginia Retirement System.
All applicants, both internal and external, must attach a current detailed resume to your electronic application.
Virginia Beach City Public Schools does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation/gender identity, pregnancy, childbirth or related medical condition, disability, marital status, age, genetic information or veteran status in its programs and activities. (School Board Policies 2-33,4-4,4-6)
To seek resolution of grievances resulting from alleged discrimination or to report violations of these policies, please contact the Chief Human Resources Officer at View phone number on click.appcast.io,2512 George Mason Drive, Municipal Center, Building 6, Virginia Beach, VA, 23456.
Alternative formats of this application which may include taped, Braille, or large print materials are available upon request for individuals with disabilities. Telephone: View phone number on click.appcast.io (voice); (