Position Description
Position Title: Wi-Fi Technical Support Analyst
Reports to: Director of Innovative Technology
Date Created: July 2020
FLSA status: Exempt
Pay Grade : Analyst/Supervisor Summary
The primary purpose of this position is to provide technical and organizational support for all aspects of the Authority’s client public WI-FI network, and other business and mobile systems using Wi-Fi technology. The incumbent performs “Help Log” functions in the support of the WI-FI infrastructure at all public housing and Beacon properties and offers support to clients to ensure proper and sustainable connectivity to the Wi-Fi network. All activities must support the San Antonio Housing Authority’s (SAHA’s) mission, strategic goals, and objectives, while producing results that accomplish the goals of the Department of Innovative Technology.
Essential Duties and Responsibilities
The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties, and skills may be required and assigned, as needed.
▪ Provides user and operational support and provisioning functions, including user support for the Wi-Fi at the central office and remote sites; configures, supports, and troubleshoot Wi-Fi devices.
▪ Assist the System Support team when needed in the areas of desktop, and monitoring of virus system performance, verifying the availability and integrity of all desktops, laptops, and other business key processes; supports the cloud team with cloud systems and infrastructure where needed.
▪ Plans, tests, and administers the WI-FI environment; develops appropriate documentation related to the management, administration, maintenance, and security of the agency Wi-Fi systems.
▪ Assists Network Administrator by providing support to our SD-WAN by providing Meraki management, connectivity support and troubleshooting SD-WAN issues for all SAHA Wi-Fi and WAN(Wide Area Network) connected properties.
▪ Tests and implements new WI-FI devices, cloud and mobile technologies with minimal interruption to users’ activities
▪ Assists in the design, installation, configuration, and repair of the public, business and private Wi-Fi network devices.
▪ Assists the team with the maintaining and support of the agency security arsenal using all security tools available to protect and defend the Wi-Fi perimeter at all properties and business offices.
▪ Installs upgrades, patches, new Wi-Fi equipment; works with Network Administrator to purchase, maintain, and allocate Wi-Fi software or hardware licenses for all Wi-Fi networks.
▪ Provides network, Wi-Fi and desktop support for the Authority’s residential wireless network, including router switch and endpoint device maintenance.
▪ Keeps abreast of emerging Wi-Fi technologies and evolving user needs; assists the Support and Network teams in implementing new technologies and service changes as appropriate.
▪ Completes the required training through CBT Nuggets and other relevant training platforms as directed by the Director of Innovative Technology.
▪ Provides audiovisual design, installation and Wi-Fi support as needed for the Authority; provides AudioVisual support on a rotating basis for Board of Commissioners and offsite Board Committee meetings and all other Authority internal and external meetings.
▪ Ensures the daily production (‘Help Log’) issues related to Wi-Fi systems, network, or the cloud applications are resolved within the 48 hour timeframe to deliver the Innovative Technology Quality of Service (QS).
▪ Keeps Security “Top of Mind”. Maintains data security and information confidentiality in accordance with legal requirements; protects database confidentiality and integrity through access system and user levels of access. Implements Wi-Fi security policies to defend the Wi-Fi infrastructure by ensuring all patches, updates and upgrades are applied in a timely manner to provide optimum protection of our Wi-Fi networks.
▪ Performs other duties as assigned. Behavioral Competencies
This position requires the incumbent to exhibit the following behavioral skills:
Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition
Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands monitors and measures the needs of both internal and external customers; talks and acts with customers in mind; and recognizes working colleagues as customers
Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing; demonstrates attention to, and conveys understanding of, the comments and questions of others; and listens effectively
Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one’s own work; and does a fair share of work. Complies with procedures and understands the importance of maintaining and managing confidential and proprietary information.
Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone’s efforts to succeed; attends, supports, and participates in all team building exercises and events
Continuous Improvement and Innovation: Seeks the continuous improvement of technological business processes and services; explores out-of-the-box methods and is open to experimenting with new ideas; uses data, knowledge, and strategic decision-making to generate new and innovative solutions
Education and/or Experience Required:
● Bachelor’s Degree in information technology, business, or a related field, and a minimum of 3 years of progressively responsible experience in network or Wi-FI administrator, management, maintenance and support functions. Experience with desktop, laptop and mobile device or computer maintenance. Must have the ability to gain working knowledge of the usage of Google GSuite Apps and Wi-Fi management functions.
● Demonstrated experience working with enterprise level Wi-Fi network devices, design, installation and configuration.
● Solid knowledge and experience with the use and implementation of security terms, hardware configurations and software as it pertains to maintaining a Wi-Fi security operation
● Must have the ability to learn and use cloud applications such as Google GSuite applications to include but not limited to: Google Chrome Browser, Gmail, Drive, Calendar, Docs, Sheets and Slides. Understanding document sharing and collaboration in the cloud. Experience and proficiency with Microsoft Office 365, cloud accessible applications to include but not limited to: One drive, Outlook, Word, Excel and Powerpoint or MAC or PC desktop equivalent is acceptable.
● Successful completion of a criminal history background check, education and work history verification and drug screening test. Preferred:
● Ability to learn cloud technologies such as LucidChart for diagram, workflow and chart drawing. Experience with Vizio or equivalent is acceptable. Basic understanding of Virtual Private Network (VPN) access to connect to internal business systems. Understanding of remote technology as it pertains to Wi-FI connectivity. License and Certifications:
● Texas Class “C” driver’s license at the time of placement and be insurable by the Housing Authority’s liability and fleet insurance carrier.
● Must have the ability to earn technical certifications as required by assigned tasks.
Technical Skills
● To perform this job successfully, the employee should have strong Wi-Fi technology skills using Ubiquity and CISCO Meraki Wi-fi devices.
● Demonstrated technical computer skills implementing Wi-Fi topologies like Mesh, Point-Point and Point To-Multipoint Wi-Fi.
● Use and understanding of PtP Microwave and Wireless Access Point, skills in mounting of PtmP Microwave devices on building rooftops throughout property to create wireless backhaul.
● Experience running or directing crews to run ethernet cabling for PtmP Microwaves for data and power.
● Install additional enclosures and power outlets on side of buildings to provide power to PtmP Microwave devices.
● Knowledge and ability to learn network troubleshooting, basic router understanding, basic understanding of switch configuration, port security and WI-FI access point and firewall configuration.
● Strong and demonstrated understanding of project management phases, techniques, and tools is required. Must have the ability to learn different types of Wi-FI protocols and hardware as required by assigned tasks.
● Must have the ability to work with vendors to bring in the best backhaul solution to build out IDF closets where needed and provide the best bandwidth to our resident community Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; operating computers and other office equipment; installing, bending and crawling through spaces to install WI-Fi equipment; moving about the office; carrying computer equipment and using basic tools of the IT trade to install and repair Wi-Fi equipment and attending onsite and offsite meetings. the employee must be able to communicate via email and verbally via telephone or mobile cell phone. The employee must occasionally transport up to 25 pounds.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Office environment. Property environment, outside and common areas. The noise level in the work environment is usually moderate.
