Network Customer Service Support

Network AdministratorPosition Title: Network AdministratorOverview: St. John Fisher University is an independent, liberal arts institution that provides a transformative education to approximately 3,800 undergraduate, master's, and doctoral students each year. Across its five Schools, Fisher offers nearly 40 majors in the humanities, social sciences, natural sciences, business, education, and nursing; and master's and doctoral programs in business, nursing, education, pharmacy, and public health. The University's residential campus boasts a robust living and learning community and a successful intercollegiate athletics program. Fisher is a community where all are welcome, regardless of religious or cultural background. The University continues to honor its founders, the Congregation of St. The campus is situated on 164 park-like acres—a beautiful setting for a warm, friendly campus community.The Network Administrator supports reliable, secure, and high-performing network and voice services for a higher education campus. This is a hands-on, field-forward role with significant responsibility for cable plant and physical-layer troubleshooting, along with configuration and operational support of wired and wireless networking, VoIP/UC, and connected campus systems. The ideal candidate is organized, customer-focused, comfortable working directly with end users, and motivated to learn new technologies and grow professionally.Essential Duties & ResponsibilitiesCampus Network Operations & Customer SupportProvide day-to-day support for campus wired and wireless services across academic, administrative, and residential spaces; respond to incidents and service requests using a ticketing system.Work directly with end users (faculty, staff, students) to gather symptoms, set expectations, communicate clearly, and confirm service restoration.Troubleshoot issues across OSI Layers 1–3 using a structured approach (isolate, test, remediate, validate, document).Partner with IT teams and campus stakeholders (e.g., Facilities/Safety&Security/vendors) to coordinate work and resolve issues end-to-end.Cable Plant & Physical LayerMaintain and troubleshoot the campus cable plant (copper, fiber, and analog telephony) in outdoor spaces, buildings, and MDF/IDF spaces.Troubleshoot and perform basic repairs for analog telephony, Ethernet copper, and fiber cabling (mis-patches, damaged connectors, intermittent links, excessive loss).Apply structured cabling standards and best practices (labeling, cable management, bend radius, pathway awareness, rack/closet organization, strain relief, grounding/bonding awareness).Use test equipment to diagnose and validate cabling/connectivity (cable certifier, tone, copper/fiber testers, optical power meter; and document results.Read and interpret drawings, floor plans, riser diagrams, rack elevations, and schematics to support troubleshooting and installations.ensure patching and labeling support efficient troubleshooting and future growth.Network & Wireless Configuration / Field ImplementationInstall, configure, and support switches, routers, wireless equipment, and related infrastructure in accordance with documented standards and change practices.Perform switchport configuration (VLANs, trunking, PoE, port profiles), basic routing and switching management tasks, and wireless troubleshooting as assigned.Monitor network health using management and monitoring tools; Voice / Unified Communications (CUCM& Webex Calling)Support VoIP/UC operations including provisioning and troubleshooting IP phones and endpoints (registration, connectivity, and basic call-flow isolation).Support analog connectivity for legacy and life-safety devices where applicable; validate cabling and coordinate with vendors as needed.Connected Systems (Security Cameras, Access Control, IoT)Provide network-side support for security cameras, access control, and IoT/edge devices (VLAN assignment, switchport configuration, PoE troubleshooting, connectivity validation).Coordinate with campus partners and third-party vendors to support installations, troubleshooting, and service validation.Review technical documentation (release notes/advisories) and participate in upgrades and maintenance windows with appropriate communication and documentation.Demonstrate a learning mindset—seek training, build skills, and contribute ideas to improve reliability and support processes.Education / Experience - Required QualificationsAssociate degree in IT, Networking, Telecommunications, or related field and 3–5 years of relevant experience, or an equivalent combination of education, certifications, and hands-on experience.Demonstrated experience with structured cabling and physical-layer troubleshooting for copper, fiber, and analog telephony.Practical experience using test equipment to diagnose/validate cabling and connectivity and documenting results.Working knowledge of networking fundamentals (OSI Layers 1–3, VLANs, IP addressing/subnetting, DHCP/DNS basics).Strong communication, organization, and customer service skills; Preferred QualificationsBachelor's degree in a related field.Experience in higher education or a similarly complex multi-building enterprise environment.CCNA or equivalent demonstrated networking competency.Cisco Meraki experience (Dashboard administration, templates/standards, switching and wireless troubleshooting)Experience supporting CUCM and/or Webex Calling (provisioning, registration issues, basic troubleshooting).Experience supporting network-connected security cameras and access control systems in partnership with vendors/campus departments.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Ability to work in telecom/network closets and similar spaces with variable temperature, dust, and moderate noise.Ability to lift and carry up to 50 lbs (tools, cabling materials, small equipment/UPS components).bend, kneel, crouch, and reach overhead while installing or troubleshooting cabling and equipment.Ability to safely use ladders/step stools, hand tools, and test equipment.Visual ability to read labels, indicators, and drawings; ability to distinguish cable/label colors where needed.Supervision of Employees - NoneWork Environment - This is an in-person position. Mix of office work and frequent on-site work in campus buildings, classrooms, and MDF/IDF spaces. Participation in an on-call rotation is required; occasional after-hours work may be required for maintenance windows, events, or urgent incidents.Equipment to be UsedJob Type - Full-timeWork Hours - Monday-Friday, 8:00 – 5:00Special Conditions for EligibilityMinimum Number of References Requested - 1EEO Statement - It is the policy of St. John Fisher University to provide Equal Employment Opportunity to all employees and applicants for employment in accordance with the applicable federal, state, and local laws governing non-discrimination in employment in each locality in which the University has employees. The University does not discriminate against applicants or employees in hiring, promotion, termination or the terms and conditions of employment on the basis of race, color, religion, gender, sex, perceived sex, gender identity, gender expression, the status of being transgender, sexual orientation, national origin, citizenship, age, disability, marital status, military status, veteran status,